Executive Interview : Award Winners 2017 - Exclusive Interview With Chiyo Kasama from Sumitomo Mitsui Banking Corporation
We caught up with one of the Top Ranking Performers (www.ContactCenterWorld.com/worldawards) Award winners for an interview on the pride and joy of competing and winning one of these exclusive awards!
Exclusive Interview With Chiyo Kasama from Sumitomo Mitsui Banking Corporation
Can you tell us about the company you work for, the center you work in and your role?
SMBC offers a broad range of financial services centered on banking. We grow and prosper together with our customers, by providing services of greater value to them.
I have been working at the Tokyo contact center for the past three years as a Quality Auditor.
Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?
“Customer Service” and “Quality Auditor”.
The center reform was launched in April 2014. The way we operate the center has changed dramatically since then. We handle approximately 16,000 contacts each day, so the importance of customer service and quality control has been increasing.
You won one or more medals - how do you feel about being a champion?
This success is the result of the huge efforts of all agents and staff. I really appreciate the support of my team members.
Can you tell us about the sense of pride you have now that you won a medal for your company and counttry?
I am very honored to receive this award. I hope that our initiatives will be useful for other companies.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
When the contact center reform began, we had many challenges. We had been working on changes to our process. So our company and centers decided that it would be necessary to obtain an objective evaluation from a third party to avoid running self-serving activities.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
By taking part in this event, I had a wonderful time. I could learn about exciting initiatives from various companies. I am sure this event will help you a lot.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters - imagine you are writing a paragraph to encourage others to attend the entire event!
The ideas from fellow presenters are really exciting and useful. We can take action to make our centers even better by learning about the problems they have experienced in the past and how they have solved.
About the awards:
Every year ContactCenterWorld.com runs the world's largest and most prestigious awards program for inhouse and outsourced contact centers which typically attracts entrants from around 50 countries. Find out more at www.ContactCenterWorld.com/worldawards
Today's Tip of the Day - Don’t Hide Behind A Tape Player!
About Sumitomo Mitsui Banking Corporation:
Sumitomo Mitsui Banking Corporation is Japanese multinational banking and financial services company headquartered in Yurakucho, Chiyoda, Tokyo, Japan. It is a wholly owned subsidiary of Sumitomo Mitsui Financial Group.
Published: Monday, September 18, 2017
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