- We have the FAQ but it has not been update after created in a year ago. The author is Mr. / Ms. Ishida who is the TL and QC.
- After we moved to Yokohama, the recruiting cost of each person was about 50,000 yen when we adopted the part-timers.
- Few years ago, we did set the IVR menu (“various document request”, “address change”, “other inquiries”) when we introduced current ACD, but we have not set the ACD skill. Therefore, as current situation, customers able to select the menu by IVR, but it’s becoming the agents receives calls by random because the ACD skill have not set up.- Additional members for TL or members who support TL will be taking over a month by the fixing of transfers or other things.
- We have part-time members to come for full on the days which able to attendance at work, and so if we implement training, there is only to extract a time in the current shift planning. We are considering about the implementation of role-playing form which based on the FAQ for the training material. We tried to make it link to the actual level up, but perhaps, we cannot find the effects if we do not implement about 3 days with the current skill gaps.
- There are always strong requests for implementation of coaching training for TL, but in actually, it seems take few months for improve the performance of agents.
- About the team system, Mr. / Ms. Hachisuga who is the TL and have experiences of work at other center just proposed the introduction and so I want to try to consider.