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Case study

A major consulting firm

Realizing quality operations management by proposing outsourcing for business normalization and issues

This case study describes a major consulting firm's success in cutting costs while maintaining internal management resources and high-quality levels through outsourcing cost controls for internal projects to Altius Link Vietnam.
  • *Altius Link was formed through the merger of Relia, Inc. and KDDI Evolva.
  • *This case study describes the activities of Relia, Inc. and a major US e-commerce firm before the merger.

▷ Accuracy rate in judgment results: 96.1％
Maintaining monthly accuracy of 95% or higher even as operation procedures are modified and added each month.

▷ Japanese-language services: 100%

▷ Cost savings: Approx. 30%
Successfully cutting costs by about 30% compared to domestic outsourcing.

Background

  • Chat Pressure on internal resources due to a labor shortage

Initial plans were to manage costs of internal client projects. But it proved difficult to handle operations using internal resources alone because new operations arose and the chronic labor shortage had an effect. The response was to consider outsourcing to domestic vendors. But this led to issues in workload, cost, and quality, and the client was unable to choose an optimal vendor. That's when it reached out to us.

Topics

  • Chat Issues impeding selection of an optimal vendor

Workload

Needed to find a vendor that is able to handle outsourcing from the migration preparation stage, since it was hard to handle the workload of not only the operations themselves but those preparations as well

Cost

Needed to migrate to a vendor that is able to keep down labor expenses to control costs

Quality

Needed to prevent errors of judgment and maintain standard quality levels

Measures

  • Chat Approaches to proposing optimal vendors and migrating operations

This project involved inspecting evidence documents one at a time on screen and judging whether they were registered properly, to allocate project costs accurately to individual internal sections. Repeated meetings with the client showed that it required precise, highly accurate operations. In response, we proposed outsourcing to our overseas Group company Altius Link Vietnam Joint Stock Company (hereinafter referred to as "Altius Link Vietnam), which was highly suited to these operations and able to cut related costs.

  • About Altius Link Vietnam

Vietnam's first Japanese outsourcing firm, founded in 2009. Centered on call centers and BPO, its broad-ranging services also include image processing. It even edits wedding videos. It provides quality levels unchanged from those in Japan, through assignment of Japanese resident staff and Japanese language education for Vietnamese staff.

・Locations: One each in Hanoi and Ho Chi Minh City
・Employees: Approx. 600
・Languages: Mainly Japanese, English, and Vietnamese
・Main services:
(1) Contact center and BPO services for Vietnam and overseas markets
(2) Video editing and processing for e-commerce sites and Web magazines
(3) AI-related data collection, generation, input, and processing (Japanese, English)
(4) FAQ video production

Website:https://altius-link.vn/

  • Measures

Workload

・Based on past data, we prepared operation manuals, training tools, and other materials for understanding migration procedures and operations. We were able to migrate operations without reducing client workload.

Cost

・Costs were cut by shifting to Vietnam, where labor costs are lower than in Japan

Quality

・We prepared manuals for local staff that broke down the objectives of the operations in greater detail, to explain them together with the concepts of project cost control and associated distribution of duties. In addition to explaining business procedures, we deepened staff understanding of the background, need, and importance of the business.
・We standardized manuals and business flows so that all staff could maintain the same quality level.
・Quality was ensured through a structure in which each item of data is double-checked by two persons.
・Skills retention was promoted during the training period by using past data.
・Templates were prepared for items that required Japanese entry by local staff, to prevent mistakes.

Local communication

・Managers who can speak Japanese were assigned to relieve uneasiness in conversation.

Results

As a result, operation began just three months after migration, with no burden on the client firm. Just one month after that, operations were being conducted by local staff only. High operational quality is ensured through daily updates to operation procedures. The accuracy rate on judgment results in January-March 2020 was more than 95%, with no signs of any insufficiency in Japanese-language ability. Checking of approximately 650 operations conducted in October-December 2019 shows that costs were cut successfully by about 30% compared to outsourcing in Japan.

Client comments

Hakusui, from the major consulting firm

Until contracting with Altius Link Vietnam, we had been unable to prepare operation manuals due to the pressure of other work. As a result, work processes varied among individual staff members and quality was inconsistent.

While we were optimistic about offshoring, it was difficult to take on the tasks involved in preparation for outsourcing and we were unsure about outsourcing operations such as work instructions and contractual procedures to staff overseas. But in actual outsourcing, we simply provided work details and past data. All tasks such as understanding the business and preparing and revising manuals took place in Vietnam, with little involvement on our part. We are very grateful.

We also had been concerned about whether quality truly could be achieved and whether linguistic differences would lead to miscommunication, but these fears proved ungrounded. Staff in Vietnam are proficient in Japanese and maintain high accuracy rates and extremely high quality. Assignment of staff who were able to speak Japanese also alleviated our concerns about miscommunication. We were also able to achieve our aim of cutting costs.

While we had been uneasy because this was our first experience with offshoring, the swift, attentive service we have received has reassured us. We were impressed by the way staff in Vietnam were not simply issued work instructions but provided with attentive explanations so that they could understand the business at a deeper level. We plan to contact you again if we need further outsourcing over the medium to long term.

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