Current Challenges
In addition to ensuring business continuity during disasters (BCP measures), providing a work environment that emphasizes diverse work styles is a key strategy to address the declining workforce and is essential for realizing an operation site that must never be suspended.
| Decline of the working population Diversity of work styles |
Recruitment and turnover | With the declining birthrate and aging population, the decrease of the working population is a serious issue for companies. |
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| Social and community contribution | It is one of our key missions as a company to provide a variety of work styles for those who face difficulties working in ways that have been the norm, due to having childcare or nursing care obligations, chronic illness, a disability, or other factors. | |
| Large-scale disasters Seasonal disasters Disease pandemics |
Business continuity | In operating a function-aggregating center, an extremely important issue is being able to keep as many operations running as possible in the event of a large-scale disaster, such as the Nankai Trough earthquake being predicted, paralysis of transportation functions due to weather such as typhoons or heavy snowfall, or a pandemic situation such as what we all experienced with COVID-19. |
Benefits of Implementing Work-at-Home Operations
By combining Bewith’s accumulated operational know-how with our independently developed cloud-based PBX* Omnia LINK, we can propose tailored work-at-home operation plans that address various needs and situations.
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*A system that enhances conventional telephone system environments by transitioning the PBX, traditionally located on-premises, to the cloud, enabling calls and communications over the internet.
Key Points of Our Service
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POINT01
Realizing operational methods that suit each center
Depending on the center's operational status and the work style preferred by the operators, clients can choose the most suitable operation method for the center, such as a hybrid operation with work both at the center and at home, a fully remote operation with all staff working from home, or even temporary work-at-home operations for when a seasonal disaster or other emergency occurs.
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POINT02
Utilizes digital infrastructures and seamlessly connects homes with offices
Making full use of the text monitoring function included in Omnia LINK, the work-at-home monitoring function included in our online training and monitoring system Be-mon, and other communication tools makes it possible to provide operators with support as if they were in the office, even when they are working at home.
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POINT03
Remote work management added to the scope of Information Security Management System (ISMS) Certification
Through ISMS Certification, we promote security measures for remote work management. Along with security measures such as the use of VPNs, management of histories of all computer operations, and constant connection via cameras, we also implement sufficient security measures with both hardware and software by conducting home-office security training and concluding security agreements.
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POINT04
Establishing of rules in order to provide reliable quality
We provide reliable quality by clearly defining standards for operators capable of responding in a call center homebased, as well as criteria for communication and home environments, etc. In addition, Omnia LINK’s communication monitoring function allows control over calls, such as not allowing calls to be received by operators in a poor communication environment.
DX Products Developed In-house to Support Call center homebaseds
Bewith Digital Work Place is a new BPO service that delivers stable quality by combining Bewith’s 20 years of operational expertise and planning capabilities with digital infrastructure that seamlessly connects homes and offices. Starting with our cloud-based PBX "Omnia LINK," we have independently developed various products to ensure safer and more secure work-at-home operations. By combining these tools, we provide optimal environments for remote work.
1. Flexible operations tailored to call volumes
Even in a hybrid setup with both work-at-home and in-office operators, supervisors* can manage booths as if all operators were on-site by displaying both groups on a single seating map. This enables efficient call center operations with appropriate staffing, while monitoring fluctuating call volumes throughout the day.
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*Staff in leadership roles responsible for guiding and managing operators
2. Text monitoring to enhance operator confidence
Using the "Text Monitoring" feature of Omnia LINK, supervisors can simultaneously view the ongoing conversations of multiple operators in text format. Additionally, the pre-registered keyword alert function notifies supervisors of critical interactions requiring attention, enabling proactive support for operators. This creates an environment where operators feel reassured, even when working remotely.
3. Constant monitoring of work-at-home operators
Be-monis an in-house developed tool for online training and monitoring of work-at-home operators. It features real-time monitoring of multiple PC screens and camera feeds, an online training function that allows individual voice/chat messaging during group sessions, and an escalation function that lets operators request help from supervisors with a single click.
4. Monitoring of communication environments
To prevent customer inconvenience caused by disconnections due to poor network conditions, supervisors can monitor the communication quality of work-at-home operators and automatically block incoming calls to operators with low-quality connections. This ensures that only operators with stable communication environments handle customer interactions.
5. Secure work-at-home operations via VPN connection
Omnia LINK supports work-at-home operations through VPN connections. Computers are equipped with operation log monitoring tools to track all activities performed. Additionally, local data saving and access to unauthorized websites are restricted, ensuring operations are conducted only within a defined network.
6. Endpoint Detection and Response (EDR) on all computers
All dedicated work-at-home operator PCs provided by Bewith are equipped with EDR. Suspicious activities and cyber-attacks are detected through log data, with notifications sent to administrators, who can then remotely restore the affected device.
7. Improved self-resolution rates through knowledge aggregation
"QUE," a cloud-based business improvement portal developed by Bewith, includes notifications, FAQs, and scripts to promote operator self-resolution. Its no-code interface allows intuitive creation of talk scripts, workflows, and FAQs, reducing escalations and alleviating operator anxiety, even in remote work environments.
Mechanisms that Ensure the Quality of Call center homebaseds
With regard to human resource development that has a major impact on quality, we have designed a system specifically for operation of call center homebaseds to realize the same quality as on-site systems in terms of human resource requirements, training, and mental care, etc.
Remote worker certification system
By completing and passing tests for three courses required for remote work — Security and Compliance, IT, Computers, and Networks, and Service Quality — individuals can be certified as remote workers, allowing them to start working with peace of mind.
Operator requirements
We define the requirements for call center homebased operators as follows:
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The individual must have a network environment at home to which they can establish a wired connection with their computer.
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The individual must have a home environment with a private room where they can be alone.
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The individual must have the consent of family members to work at home.
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The individual must have completed Bewith’s security training for call center homebased operations.
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The individual must have submitted a written pledge regarding their work as a call center homebased operator.
Operator training
To ensure the same quality as on-site operations, we maintain close communication and make continuous efforts to uphold quality.
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Implementation of 30% more interviews than with on-site operations
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Implementation of training by utilizing e-learning
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Implementation of more frequent than usual feedback on KPIs from supervisors
Online training and e-learning:
By using the Qua-cleeducational platform developed in-house by Bewith, operators can make the most of their downtime to receive basic lessons on essential talking skills.
Additionally, by recording and submitting their own talking they practiced along with the video lessons, operators can receive feedback from quality managers. This can then be coupled with Bewith’s unique automatic text evaluation feature to automate monthly feedback, which will surely promote discoveries and realize an independent growth cycle among operators.
Security training with every contract renewal
With every contract renewal, operators will undergo security training and resubmit their security agreement to ensure that their awareness of security is consistently refreshed and enhanced.
Related Services
Implementation Steps
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01
Planning and design
We organize operational requirements and necessary systems and tools based on the client’s challenges and objectives, and propose a design for optimal business operations.
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02
Structuring of operations
We provide comprehensive support for recruitment and training, preparation of standardized manuals, and implementation of systems and tools tailored to the characteristics of the business operations.
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03
Operations management
Based on the designed To-Be model, we provide end-to-end support, including quality management, system maintenance, and operation management.
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04
Operational improvement
Through performance and results analysis, we identify operational issues and execute a PDCA cycle, which includes proposing improvement plans, implementing them, and making necessary adjustments to the plans.