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Call Center Solutions

IT system problems, such as network failures, can impact business and keep employees from focusing on their work. To solve these problems, Rococo provides 24-hour/365-day Call Center solutions with skilled operators.

Background

The information systems department of a company is responsible for promoting the strategic utilization of IT, which, in turn, enhances management and strengthens competitiveness. However, the department often spends many of its daily work hours responding to system problems, conducting maintenance on terminals, and replying to inquiries from users. Against this backdrop, the information system departments of many companies outsource their Call Center function in order to streamline department efficiency and improve customer satisfaction.

Issues and solutions

Customer issues

  • Our information system department has such a large workload, they can't focus on their primary activities.
  • We don't have enough skilled IT specialists to provide adequate service.
  • Providing 24-hour/365-day customer service in-house is inefficient in terms of cost and labor.
  • We haven't been able to accumulate or analyze the opinions of our customers so we can't use them in making improvements.

Solutions proposed by Rococo

Our full-time operators have excellent IT and communication skills and have also completed advanced education, allowing them to provide accurate, detailed responses. Our service not only achieves smoother, more efficient system operation, it also helps to boost customer satisfaction.

  • We provide consistent services, ranging from first-level reception of inquiries by telephone, e-mail and fax to second-level reception work requiring specialized knowledge.
  • After the operation, we conduct a call log analysis to grasp the trend of customer inquiries.
  • We can also conduct order receiving/placing operations, such as accepting product orders over the telephone.

Rococo's strengths

1

A "Concierge Center" That Responds to a Wide Range of Customer Requests

  • We provide flexible, high-quality one-stop service for first-level and second-level support operations.
  • Our 24-hour/365-day service responds to urgent user needs around the clock.
  • Operators with specialized knowledge represent client companies to build trusting relationships with customers.
2

Technology Backed by Certifications and Qualifications

  • Rococo is one of the few Microsoft Gold Certified Partners in Japan, and has many qualified personnel.
  • Many of our employees are fully qualified for Call Center operation
  • We operate and manage Call Centers in accordance with specific management standards.

Main customers

  • Cable TV companies
  • SI vendors
  • Major home appliance companies
  • Telecommunications companies
  • Budget hotels
  • Real estate companies
  • Apparel companies

Products developed and delivered

  • Call Centers for cable Internet providers
    Acceptance of subscription requests, troubleshooting of Internet connection problems, on-site (dispatch) service
  • Call Centers for nursing-care-related systems
    First-level support and response in the event of system failures, remote maintenance
  • Call Centers for order reception/placement and customer management systems for building contractors
    First-level support and response in the event of system failures, remote maintenance
  • Call Centers for internal Help Desks
    Response to problems pertaining to Windows OS, networks, peripheral equipment, Office applications, Notes, etc.
  • Call Centers for auditors
    Response to problems in audit systems using mobile terminals, setup of mobile terminals, and management of substitution units
  • Call Centers for bank ATM systems
    First-level support in the event of ATM system problems, and escalation to personnel in charge
  • Call Centers for meteorological information distribution systems
    First-level support in the event of information distribution system problems, and escalation to personnel in charge
  • Call Centers for franchise video rental store POS systems
    Response to POS system problems, and management and shipment of maintenance equipment
  • Call Centers for franchise video game store POS systems
    Response to POS system problems, and management and shipment of maintenance equipment
  • Call Centers for franchise CD store POS systems
    Response to POS system problems, and management and shipment of maintenance equipment
  • Call Centers for franchise recycled children's clothing store POS systems
    Response to POS system problems, and management and shipment of maintenance equipment