Revitalizing Customer Care Fundamentals in 2022

With all the need for adjustment in the last few years, many enterprises have fallen into the trap of thinking that frequent change is the key to success. But really, going back to basics is what companies need most to stay ahead.

In the pursuit of improvement and adaptability, businesses have let core foundations of good customer care slide. In our recent Inspiro podcast, Chief Solutions Architect Mark Belcher points out a number of signs of fundamental degradation, from a lack of efficient omnichannel communication to absurd call holding times. Customer care, he believes, needs to re-orient its focus toward key elements of efficient interactions, such as ensuring that consumers can get the support they need in a single call.

Rommel Regino, Global Head of Operations and Sales, chimes to note that efficient and thoughtful communication has become more vital than ever since the pandemic has encouraged consumers to increase their technological fluency. As consumers break through old conceptions of generational gaps in terms of channel use and preference, it becomes increasingly important to optimize methods and processes of communication and connection, challenging as that may be, through a screen.

Perhaps the most fundamental element of customer care, as they discuss, is building customer trust – something, especially in need of attention in a time where customer attrition is a major concern. Despite receiving millions of queries a year, companies must be able to treat each one as a priority to let customers know that they, too, are being prioritized. As put by Regino, “They cannot be treated as a customer; they need to be treated as a partner.”

While keeping up with technological change is essential to growth and development, it’s just as—if not more—necessary to ensure that the foundations of your business’s customer care are solid. Customer trust relies on a company’s ability to remain unshakeable, even in challenging times – we have to show customers that our commitment to providing optimal customer experience will never change.

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Japan

HEAD OFFICE

Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

*with our parent company, Relia

BRANCH OFFICE

Hokkaido Branch

Sapporo Sosei Square 1-6 Kita-Ichijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0001

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Tohoku Branch

Sendai Honcho Bldg 2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi 980-0014

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Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

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Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

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Chugoku & Shikoku Branch

Hiroshima Diamond Bldg 7-19 Hondori, Naka-ku, Hiroshima-shi, Hiroshima 730-0035

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Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

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Okinawa Branch

Naha Shintoshin Media Bldg East 1-3-31 Omoromachi, Naha-shi, Okinawa 900-0006

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OPERATION CENTER

Sapporo Center

ORE Sapporo Bldg 1-1-7 Kitanijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

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Sapporo-Kita Center

Sapporo Kita Bldg 2-8-1 Kita-Shichijo Nishi, Kita-ku, Sapporo-shi, Hokkaido 060-0807

 

 

Sapporo Mega Center

Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

Sapporo IT Front Center

Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

*with our parent company, Relia

Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

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Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

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HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

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Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila, Philippines

 

ADB Tower

GF ADB Tower, 6 ADB Avenue
Ortigas Center, Pasig City 1550
Metro Manila, Philippines

 

 

Wynsum Corporate Plaza

10F Wynsum Corporate Plaza
22 Emerald Avenue
Ortigas Center, Pasig City 1605
Metro Manila, Philippines

MAKATI CITY

Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila, Philippines

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila, Philippines

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila, Philippines

MANDALUYONG CITY

Domingo Guevara (Libertad)

418 Domingo Guevara corner Arayat Streets
Mandaluyong City 1550
Metro Manila, Philippines

ILOILO CITY

Molo

2F Iloilo Supermart Building
San Jose corner Avanceña Streets
Molo, Iloilo City 5000
Philippines

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200
Philippines

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

BUCHAREST

Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

*with our partner, Global Remote Services

PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

*with our partner, Global Remote Services

SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

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Nicaragua

MANAGUA

Managua

Centro Financiero Invercasa Torre 2
4to Piso, Managua, Nicaragua

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall
200 W Hanley Avenue
Coeur d’Alene, ID 83815

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