Contact Center

TCA has over 38 years of experience in providing flexible contact center solutions to a wide variety of clients.

Businesses today run into problems like these all too often:

"We launched a low-cost contact center to strengthen marketing and raise customer satisfaction, but it didn't fit well with our business strategy and actually ended up reducing customer satisfaction and turning into a cost center."
"We added a FAQ to our Website to reduce the number of simple, common questions coming into our call center. Unfortunately, customers who tried to resolve their problems using the FAQ often met with frustration and called anyway, resulting in increased call volume."

Our answer to problems like these is to combine the right technology and the right people through careful process management. We emphasize reliable operation grounded in awareness of process management, and the value of continuous knowledge accumulation.

We gather customer data from multiple contact channels—including telephone, fax, email, and VoIP—into a single customer database, and convey the results of our data analysis to our clients. To offer better service, we operate a network of contact centers in New York, Tokyo, Osaka, Sapporo, Miyazaki, Wakayama, Okinawa, as well as in other overseas locations such as Seoul, South Korea. This allows us to leverage time-zone differences to provide better round-the-clock support to our clients. We are working steadily to transform call centers that are focused on providing support—which are usually cost centers—into profit centers by adding functions that expand sales, such as outbound marketing.

Our Global Contact Center Network：

We provide round-the-clock contact-center services by utilizing overseas centers in different time zones.

 

Multilingual Contact Center：

We offer multilingual contact centers that enables you to effectively service your clients/customers in each marketplace. We can provide English, Japanese, Korean or Chinese language contact centers.

Japanese-speaking Specialist：

A combination of speaking, reading and translating skills are assessed, and applicants for multilingual contact center positions are fully screened in verbal and written skills. Japanese-speaking specialists develop and enhance your call scripts to efficiently and cost-effectively communicate your message. Our customer care agents are trained to help you improve customer relationships.

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