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Assessment/consulting
We define the client’s goal and resolve challenges for the improved quality and CX of contact center and back-office operations.
We perform quantitative and qualitative assessments of center operation based on our know-how in the construction and management of contact center and back-office operations.
Based on gap from the goal, we identify challenges in improving the quality, efficiency, and CX and propose optimal solutions and a road map to the goal, thereby supporting the resolution of challenges.
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STEP1 Step 1 Grasping the present status and presenting a goal
- Listen to the challenges in center management
- Discuss and define the client’s goal
- Determine assessment items based on on-site interviews
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STEP2 Visualizing the present status and identifying issues
- Visualize the operational status and identify gaps from the goal (i.e., issues)
- Visualize the operational status and identify gaps from the goal (i.e., issues)
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STEP3 Making proposals for improvement
- Redesign the operation to resolve the challenges
- Proposing optimal BPO services and systems
Available services
We conduct assessments on customer contact points and operations in contact center/back-office services, identify issues, and make proposals for improvement.
Services we can provide
Automation assessment for all voice record quality reviews
By utilizing the automation assessment function for service quality in the voice recognition solution, we automate the entire process from the transcription of voice records to the quality review and review score calculation.
We design and build the optimal review model for a client company and provide one-stop support all the way through to the effectiveness verification process.
Click here for Automation assessment for all voice record quality reviews
VoC analysis
We visualize the voice of the customers (VoC) based on the call data accumulated at the contact center and text data from chats and email. Based on the analysis results, we make proposals for improvement to resolve the various challenges in the contact center.
Customer support optimization diagnosis
Based on contact reasons, we assess the excess/shortage and use of self-help content.
We propose improvement actions to promote self-help and improve response rates.
Contact center quality assessment
We assess quality control in contact center operations using the various methods of interviews and monitoring, identify issues, and make improvement proposals.
AI chatbot quality assessment
Using our proprietary quality assessment parameters, we conduct multi-faceted assessments of AI chatbot service areas, FAQ content, etc.,
making proposals for improving the solution rates.
FAQ knowledge assessment
We assess the searchability, content, and management of FAQs for customers and operators, identify issues in FAQ management and make proposals for improvement.
Support site UI/UX assessment
We assess the UI/UX of support sites by heuristic evaluation and other methods.
We conduct both qualitative and quantitative analyses through the combination with support site access analyses and other user behavior data and make proposals for improvement.
Business process automation assessment
We visualize and assess business processes in order to improve business efficiency and optimize costs.
We identify issues and make proposals for improvement by combining automation and outsourcing.
Case studies of this service
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Achieving Improved NPS for an Australian IT Company
Relia group has achieved a Net Promoter Score (NPS) target by analyzing a root cause and revamp the guideline, process to enhance customer experience maximized.
- Telecommunications/information
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Blooming to 20x Scalability for a US Flower and Gift Industry Leader
Relia group was flexible to adjust seasonal transactions of a US-based client. We succeeded in 20 times expansion in a short period for the booming demand for a special event with excellent quality.
- Distribution/retail/services
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Invigorating Marketing for a Nutrition Product
Relia group carried out an online social media campaign with integrated follow-up with a marketing partner, creating brand awareness and lead generation for the customer.
- Manufacturer
Download more on this service
CX Analytics solutions and insights
Our CX Analytics and Insights solution help brands harness the power of their data and stay ahead of the curve with actionable insights.
Please feel free to contact us by telephone or using a form to request documents or explanations on our services.