Contact Center Solutions

Contact Center Services that thrive on building true Customer Satisfaction

Having spent over half a century accumulating expertise, our nationwide network of contact centers provides the highest quality services.

KDDI Evolva, Inc. has become one of the largest providers in the industry with the experience and confidence by continuously improving its customer services for nearly 60 years.

Tracing its origins back to the KDD International Contact Center opened in 1953, KDDI Evolva, Inc. enjoys its roughly 60 years of accumulated expertise to operate contact centers and provide the business process outsourcing (BPO) services for corporate clients across a wide range of industries.

Appreciating great deal of supports along the way, by 2013, KDDI Evolva, Inc. has grown into one of the top five providers in the Japanese contact center industry (*1).

With the proven track records and confidence dating back since 1953, we continue to serve today’s diverse customer needs for our corporate clients. As a result, the business values will be enhanced for the mid to long term perspective. Thereby, we create a Win-Win situation and sustainable business relationships.

* 1: 19th Contact Center Sales Survey, Nihon Ryutsu Sangyo Shimbun

Customer satisfaction improvement initiatives

Contact Center Training

Our communicators act as the “face” of our corporate clients. They can only provide services once they have completed the sufficient trainings including telephone manners, complaint handling, and the information security. Furthermore, we also have well qualified staff members who have gained extensive management techniques from our in-house qualification processes to be equipped as supervisors for managing communicators.

We continue to provide regular follow-up trainings to maintain and improve the quality of our services as ongoing basis.

The High Quality Service Provider

Guaranteed high quality of services: “EVOLVA STANDARD”

Our core operation guidelines are solely based on the principles of the ‘Evolva Standard’ methodology.
Using the Evolva Standard methodology, we can maximize efficiency in the following areas of Contact Center management:

  • Quality Assurance in Service Levels such as Response Rates and Work Design
  • Effective Staff allocation
  • Business Continuity Planning (BCP) in accordance with official Compliance regulations worldwide.
  • Managerial Services efficiency extended to all centers nationwide.

Services 24 hours a day, 365 days a year

As people’s lifestyles continue to adapt and change, we have many customers who require services 24 hours a day, 365 days a year.

As well as operating our KDDI Evolva, Inc. contact centers in Shinjuku and Naha (*3) 24 hours a day, 365 days a year, we also have flexible operating systems in place at all of our centers (*4) nationwide, to help improve customer satisfaction.

KDDI Evolva Group contact centers nationwide
  • Naha and Okinawa Center operated by KDDI Evolva, Inc. Okinawa Corporation
  • We have 21 contact centers nationwide as of Aug. 2014.

Specialist Technical Support from KDDI Evolva, Inc.

As well as IT help desks, we also provide contact center services designed for the modern age of smart devices, for all manner of “smart phone-led” industries.

Integrating the smart devices into the core operations of any contact center business is the key to success.

Since the devices like smart phones, tablets, and others are being used as standard tools in the recent years, more companies are adapting to the work environment utilizing the mobile devices and smart phones among different industries. The compatibility of smart phones and tablets is an essential requirement for any online shoppers. At the same time, the smart devices are indispensable tools in B2B business arenas for any companies. It is no different in the contact center industry. Effectively using those devices brings remarkable results. Thorough understanding of the network equipment and hardware is the key to the success for handling orders and providing customers with support, as well as ICT helpdesk.

Harnessing our extensive experience to create contact centers for the age of smart devices

Having built up expertise over many years providing technical support, we can flexibly cater to any customer service needs, as they continue to evolve and become more complex with every passing day. In particular, we have specialist training facilities and have formulated a curriculum to train front-end communicators and maintain required skill levels, so that we can provide high quality contact center services that live up to the expectations of our corporate clients.

Technical training facilities

Smart device training center

Learning using actual equipment

We have the training facilities for the specialists in Tokyo, Nagoya and Osaka. As well as theoretical training, we provide the access to a wide range of equipments, including smart devices, tablets, and servers to develop the high-level technical skills through the practical operations and verification processes.