Altius Link Co., Ltd., located in Shibuya, Tokyo, has recently showcased a successful implementation of a multilingual contact center for Seven Bank, Co., Ltd., based in Chiyoda, Tokyo. This initiative comes at a time when the demand for foreign language services is on the rise, with the contact center now supporting nine languages. Furthermore, the center utilizes its banking agency qualifications to assist with account openings, enhancing the overall service experience for customers.
Seven Bank has identified the realization of multicultural coexistence as a key issue in its mid-term management plan, actively promoting enhanced financial services for foreigners and multilingual support. The bank initiated customer support in both Japanese and English in 2011, coinciding with the launch of its overseas remittance services. However, as demand for languages beyond English has increased, the need for a contact center capable of accommodating multiple languages became evident.
To address these challenges, Altius Link has successfully established a contact center that operates in nine languages while ensuring a uniform service quality. This achievement involved assigning experienced multilingual operators and forming specialized teams to handle foreign language inquiries. To maintain high service standards, Altius Link requires operators to have Japanese language skills, ensuring they fully understand the nuances of the Japanese financial industry. Additionally, operators undergo initial training that covers essential banking knowledge, significantly enhancing the quality of customer interactions.
One of the standout features of this new contact center is its ability to support the account opening process. Leveraging its banking agency qualifications, the center can assist customers through the entire procedure without interruption. This capability has transformed the contact center into a vital channel for facilitating account openings, further solidifying its importance in Seven Bank’s operations. The attentive service provided by operators has also led to an increase in new applications through word-of-mouth referrals.
Altius Link's commitment to enhancing service quality is evident as they continue to collaborate with Seven Bank to support their customers. The company aims to maintain high standards in service delivery and expand its offerings in the future.
Founded in May 1996 and officially launched on September 1, 2023, Altius Link has grown to encompass approximately 100 domestic and international locations, employing around 57,000 individuals. With a capital of 100 million yen, Altius Link is positioned as a significant player in the Business Process Outsourcing (BPO) sector, focusing on contact center operations, back-office services, IT solutions, and other related businesses.
The concept of "Digital BPO" is central to Altius Link's operations, which emphasizes not only human resources but also the incorporation of digital technologies such as AI to enhance operational efficiency. This approach aims to design new customer experiences (CX) that provide improved communication and support business growth for client companies.
With its innovative solutions, Altius Link is poised to continue making strides in the BPO industry, ensuring that it meets the evolving needs of its clients and the market.
For more detailed information, interested parties can visit Altius Link's service pages dedicated to multilingual contact center operations and customer support.
