A next-gen contact center that delivers digital shift with thorough measures against Covid-19

transcosmos inc. hereby announces that the company has opened its new operations center “Marketing Chain Management Center Ikebukuro EAST (MCM Center Ikebukuro EAST).” Equipped with cutting-edge technologies and features required for work-from-home arrangements for backup, the state-of-the-art contact center with 600 workstations also has put thorough infection control measures against the novel corona virus in place. The center has launched its operations in January, 2021.

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MCM Center Ikebukuro EAST distinctive features

(1) Thorough Covid-19 prevention & control measures

transcosmos builds and operates all its contact centers that enable clients to continue their business operations in a way that satisfies their expectations whilst stemming the expansion of infections by taking measures such as dividing each workstation with an anti-droplet protective panel, ensuring proper ventilation and more.

In order to further reduce the risk and create safe workspaces where employees can feel comfortable, MCM Center Ikebukuro EAST is equipped with the latest facilities such as a system for checking room occupancy level, AI thermal cameras, and contactless door levers.

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(2) Cutting-edge technology

As a model next-gen digital contact center, the center has primarily adopted a cloud phone system. It is built on a system that makes it easier to smoothly deploy the latest digital services such as an automatic AI voice responder feature, chatbot and AI response services. It is also easy for the center to shift to a work-from-home environment without worrying about preparing telephone equipment. In addition, the center is equipped with voice and emotion recognition systems that help achieve higher customer satisfaction and deliver a great customer experience (CX). Together with features that assist agents in serving customer inquiries such as a suggest function under FAQ, VOC analytics feature that digitalizes (speech-to-text) and analyzes call logs, all those technologies enable agents to deliver high-quality services. On top of preparing such equipment, transcosmos is driving an initiative to make its agents obtain “The Chat Live Master Certification (*),” the company’s certification program that evaluates and certifies employees who have certain levels of expertise and skills, thereby delivering its operational services that meet the latest trends in addition to call support.

(3) Backup framework for work-from-home arrangements

The center has necessary facilities for hiring, training and conducting OJT that enable agents to perform contact center operations from home, as well as backup features for work-from-home operations. Such arrangements enable transcosmos to offer hybrid operations using both center and work-from-home agents, and to convert the center to 100% work-from-home contact center in times of emergency.

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