Improvement in the quality of call center service

To reflect the opinions, requests and counsel of its customers in its business operations, JACCS collects the customer feedback it receives in a database. With regard to the matters raised by customers, in cases where improvements or corrective measures are necessary, the Company maintains a system under which it promptly investigates and responds.
Information on customer opinions and requests received by JACCS as well as the results of the Company’s responses are aggregated into a unified database, and the Company works to share this information within its organization.

The following is a typical example of an improvement made in the fiscal year ended March 31, 2024.

• Update of the customer support page
  JACCS enhanced the level of convenience for customers performing procedures via the web by updating several web pages, including “In Case of Difficulties or Troubled Circumstances” and “Miscellaneous Procedures and Inquiries.”
• Expansion of chatbot banner coverage
  The Company improved chatbot access by placing the chatbot banner on various pages in addition to its prominent placement on the web site’s top page and the customer support page.

In the Quality Rating (Center Evaluation) of the 2024 HDI Rating Benchmark, organized by HDI-Japan, JACCS’ customer center was awarded the highest rating of “3 stars” in the Call Log section and in the E-mail/Chat section. This was the fourth consecutive year JACCS has received 3 stars in the Call Log section, and the same rating was achieved in the Company’s first entry into the E-mail/Chat section.
The HDI Rating Benchmark is an evaluation program with four rating levels—3 stars being the highest and no stars the lowest. The evaluations utilize criteria based on HDI’s international standard, under which judges carry out evaluations from a customer perspective. The Quality Rating section is assessed using five criteria types—service organization, communication, response skill, process/response handling procedures, and dealing with difficulties.
In the 2024 HDI Rating Benchmark, the JACCS customer center was awarded 3 stars, and received the highest evaluation in the Call Log section in three criteria—service organization, response skill, and process/response handling procedures.
In the E-mail/Chat section, the customer center was appraised highly for such capabilities as “provision of support based on an approach that focuses on respecting the customer while courteously engaging with them”.

In the future, JACCS will continue striving to provide services that are safe, secure and offer a high level of convenience, while putting the trust and confidence of our customers first.