• When we began offering international remittance services in 2011, we offered customer support in the two languages of Japanese and English. As the number of inquiries increased from non-English speaking customers from China, the Philippines, and Brazil, we needed to meet multilingual needs.
• While the number of accounts continued to grow steadily, frequent introduction of new services and modifications to existing operations resulted in more and more operation flows and manuals. We needed to build a contact center structure that is able to accommodate future growth.

• To realize multilingual services, we formed teams of highly experienced foreign-language capable staff. We promoted mutual understanding of operations by building an environment for regular exchange of information, to facilitate sharing of business issues and smooth communication
• Japanese-language ability was an essential requirement in hiring operators, so that they could properly understand the service quality expected in Japan's finance industry and utilize this understanding in multilingual operations. We also increased operator quality through education on specialized banking knowledge in initial training.
• Although there was a high risk that account opening procedures would be too complicated for foreign national customers using Seven Bank, Altius Link was able to expand the scope of operations with its bank agent qualifications. Realizing a structure to support customers through completion of account opening

Realizing uniform operations even in multilingual operation

Even under multilingual operation, operations were established based on the Japanese manuals, to realize stable operations while preventing quality variation by operator. In addition, forming teams of service staff in individual languages made it possible to share information and consult on issues on the job on a daily basis, to improve mutual understanding of operations.

Utilizing banking agent qualifications to contribute to core businesses

In addition to handling inquiries, banking agent qualifications were used to provide full support at contact centers through the stage of completion of account opening procedures. This helped customers to complete opening accounts without interruption to procedures, making the contact center an important channel supporting numbers of accounts opened.

Word-of-mouth effects from attentive handling of inquiries based on customers' points of view led to increased numbers of new applications

Attentive operator service has led to steady growth in new applications through word of mouth. Services can be expected to grow further in the future, as inquiries increase in languages not currently offered