Call Center

Features of MPG Offshore Resources

• Services for Japanese customers by offshore call centers operated by Japanese operators
  MPG’s supporting program is intended for those people who aspire to improve their language and other skills while working in various Asian countries. This working program, unique to MPG, locally employs Japanese operators.
• Competent Asian human resources are provided through partnership with local educational institutions
  Through the collaboration with local business academies, human resources that aspire to achieve high level of skills in language and technologies are provided.
• Operation system through the partnership with local prime businesses
  Through the service partnership with local prime businesses, high-level and global operation system is achieved.

Inbound Service

The service corresponds to telephone, fax, web, e-mail, and all other channels. We provide high quality service at a low cost, while reducing variable expense rate, utilizing our offshore call centers. Our customers are free from pressures on profits and employment issues associated with fluctuation in sales in on/off seasons while avoiding risks of fixed costs.

Outbound Services

We provide market research service, expanding customer base, ensuring continuous purchase by customers, and other services by combining telephone, fax, and e-mail channels. In fact, our job-placement advertisement department is achieving high performance by expanding customer base and following up the customers utilizing the call center know-how of our own.

Employment Outsourcing Service

We excel at providing services combining inbound, outbound, and data entry center services. One of the examples is the graduates/mid-career/part-time employment outsourcing. We provide comprehensive services from collectively managing web management system for employment media, interview bookings, management of progress for determining employment strategy, to the employment analysis.

Customer’s Issue

Want to respond to customers’ inquiries during nighttime but it is not feasible to establish own system

Along with the dissemination of Internet, there are much more customers who ask for estimates through e-mail than inquiries through ordinary flyers and yellow page advertisements. From the records it was revealed that incoming mails begin increasing after 20:00 pm and reaches the peak at around midnight. Since many customers are single or of two-earner family, it is very difficult to get in touch with them over the phone during daytime and there is no other choice than to send back e-mails, which does not readily lead to increase in customer acquisition.

Solution

MPG has opened a Japanese employees-operated Call Center at Delhi, where there is 3.5 hour time difference with Japan.

Normally, extending working hours at own call center to cover the time frame between 20:00 and midnight causes significant increase in costs including overtime wages and late-night transportation. To solve this problem, we have opened a nighttime call center in our Delhi Call Center where there is 3.5 hour time difference with Japan. At midnight in Japan, Delhi is still 20:30.
While reducing costs, MPG has established a system for responding to the customers’ requests for estimates more quickly and more accurately by not only accepting inquiries by phone but also calling the customers who can take calls in nighttime upon receiving e-mails from them.

Result

The sales have doubled.

While it is only 4 hours between 20:00 and midnight, by responding to customers’ inquiries during the time frame when many inbound/outbound mails concentrate the sales have doubled as the result. Customer’s interest also advanced by reducing costs and increasing variable expense ratio, taking advantage of the differences in economy and time with Japan.