Bewith’s Quality
At Bewith, we manage the quality of our services organizationally from the three perspectives of quality of efficiency, quality of accuracy, and quality of response in order to always maintain operations in their optimal state and create an environment that promotes quality improvement.
Centers and Specialized Organization
At Bewith, in order to ensure that the above three qualities are always appropriately maintained, in addition to providing the managers of our contact centers with appropriate training to effectively manage operations, we have built a system in which a division specializing in quality control organizationally supports the centers.
The specialized organization conducts regular surveys and evaluations of the centers and provides appropriate guidance for improvement. These regular surveys make it possible to further appropriately implement operational management of the centers. By evaluating and supporting the operations from a third-party perspective, the specialized organization helps raise the quality level of the centers.
Response Quality Control – For Improving Customer Satisfaction –
In addition to the daily response quality control cycle handled by quality managers within the centers, the specialized organization conducts regular monitoring to survey and evaluate the level of quality control at the centers. By regularly conducting surveys from a third-party perspective, it is possible to always maintain appropriate quality control practices at the centers.
Further improving customer satisfaction with our unique customer service method
In order to further improve the satisfaction of customers that we respond to, Bewith has a unique customer service method that we call MIRAI TENKANRYOKU. In addition to the response quality control which serves as a foundation, we utilize MIRAI TENKANRYOKU to further improve customer satisfaction and make efforts to improve our abilities to empathize, sell, and solve problems.
Efficiency Quality and Accuracy Quality Control – For Appropriate Operation of Business –
Head office support system
At Bewith, we centrally manage the condition of each commissioned project. Specifically, we monitor whether or not we are understaffed, KPIs we promised with customers are being achieved, and quality is declining.
If a case having issues is found, an alert is sent to each Executive Officer who will quickly consider arranging further personnel, dispatching consultants, or providing support for the case in an effort to resolve the issues as soon as possible.
We believe that the only way to earn our clients’ trust is to firmly maintain the quality of work that we have promised to them.
Eliminating waste and inefficiency through regular audits of operations
In some cases, it is difficult to find clues for improving the efficiency and accuracy of operations from the center’s internal perspective alone. For this reason, at Bewith we have in-house independent audit divisions that conduct regular audits of operations in order to visualize waste and inefficiencies in our business operations and support a system that enables efficient and accurate operations.
