Staff members at KDDI Evolva reported many complaints
about the headsets that they used to use. We heard from
the people who routinely use headsets about the
improvements they have experienced since starting to use
Jabra BIZ™ 2400 Mono NC.
"The headsets we used to use had a lot of noise and the
sound quality wasn't very good. They also picked up a lot of
background noise and this presented a risk of complaints."
- Mr. Sato, Call Center Supervisor, KDDI Evolva
The sound quality issues were the first thing pointed out by
Mr. Sato, a supervisor in his seventh year with the
company. In call centers, where there are a lot of people
sitting side by side, noise-canceling performance has a
huge impact on the quality of call handling. "People were
also dissatisfied with their durability. The connector
attaching the headset to the microphone was very fragile,
so we used to reinforce it with adhesive tape. Even
brushing a severed point lightly would produce a rasping
noise that would be picked up by the microphone.
Robustness is one of the things required of headsets by
heavy users. Repair costs for products that frequently break
cannot be ignored. "Hygiene was also an issue with the
sponge tip on the microphone. The hygiene aspect was the
third most common complaint among the operators using
headsets. In this sort of environment, with lots of people
coming and going on different shifts, it's difficult to provide
everyone with an individual headset. Failure to create an
environment that enables operators to work comfortably
impacts on the way staff interact with customers."
Mr. Sato says that customer satisfaction also depends on
how comfortable the working environment is for the
operators assisting them. So how did Jabra products
improve on this array of problems?
"When we introduced Jabra BIZ 2400 Mono NC, there was an
astonishing amount of positive feedback from our operators
about the headsets. I use them too, and they're really light
and flexible. We don't have any problems with them
cracking or breaking."
A carbon-based material has been used to make the Jabra
BIZ 2400 more lightweight. The neckband features material
commonly used in medical equipment, so they have a
robustness that ensures they can withstand heavy use. In
addition, because the design takes the center of gravity into
consideration, the headsets do not feel too tight and sit
lightly in position. They boast a high level of durability,
since they return to their original shape even if you bend
them quite a long way and the structure prevents the wire
snapping.
"As far as the hygiene issue is concerned, the microphone is
made of plastic, so it's easy to wipe it to keep it clean.
That's something that the operators really appreciated."
Mr. Sato was also kind enough to tell us about Jabra's
excellent support system.
"Jabra products have a very long warranty period, so you
have peace of mind even with heavy use. As a result, we
find them to be very cost effective. That's because many of
the headsets we used before broke and we had to buy new
ones each time. So our running costs have improved
tremendously. We've had 120 Jabra BIZ 2400 Mono NC
headsets in my department for just under two years and
hardly any of them have broken during that time."
The combination of durability and support is why Jabra BIZ
2400 Mono NC has won the trust of KDDI Evolva.
"The most important thing is not to inconvenience the
customer on the other end of the line. Accordingly,
improving the quality of the operators assisting them is
crucial. I believe that one of the requirements for a good
call center is giving a good impression from the very first
word. If the first voice they hear is crystal clear, the
customer will feel that they've reached the right person. We
want to continue working on developing an environment
that allows the customer to hear our operators
comfortably."
KDDI Evolva is striving to satisfy all of its customers. Chosen
to enhance its call center capabilities, the Jabra BIZ 2400
Mono NC is a product with the right qualities to support that
goal. This kind of feedback from the front line has shown us
that the rapidly-changing world of network business is one
of the environments in which Jabra's essential qualities
really come into their own.
CUSTOMER
KDDI Evolva
WEBSITE
www.k-evolva.com
COUNTRY
Japan
INDUSTRY
Tele-marketing
PROFILE
KDDI Evolva started as a KDDI International Call Center in 1953 and for
more than 50 years, it has been supporting communication in Japan
and overseas. With the background, KDDI Evolva has expanded its
business from call center operation to a temporary staffing agency.
Currently, it has become one of the top call center outsourcers in
Japan. In order to continue to respond to rapid changes, KDDI Evolva
aims to deliver impression, peace of mind, happiness, and smiles of
appreciation to people throughout the world by providing the
service the customers truly desire, taking to heart the motto of
“more friendly, more global, and more diverse values”.
BUSINESS CHALLENGE
As a dedicated contact center, KDDI Evolva needs reliable, durable and
superior sound quality headsets. Inferior sound quality, especially the
lack of noise cancellation, has led to serious complaints. In addition,
many agents apply adhesive tape to maintain the headset shape and
this has led to frustration with the headset that impacts on daily work.
PHONE SYSTEM
Avaya 9600 IP Phone
JABRA SOLUTION
Jabra BIZ™ 2400
BUSINESS BENEFITS
- Enhanced employee satisfaction
- Enhanced customer service levels
- Superior sound quality
- Changed perception of headsets in daily use