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Customer Support |
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Today, J:COM's integrated customer service centersare located in the Kanto (3), Kansai (1), Kyushu (1), and Sapporo(1) regions, having more than 1,000 operators workingaround-the-clock to respond to about 400,000 calls/month, inquiringabout the subscription procedure, company service and billingsystem, and requests for brochures. In addition to the inquiriesmade by telephone calls, they also respond to questions made bye-mail and postal mails.
As for the issues that need immediate response or that cannot besolved via telephone, the technical department located in eachoffice dispatches the technical staff members to the customer site,working with a goal of speedy and high-quality after-salesservice. |
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| The company operators are required to takeentry-level training as well as level-up training courses. Thecustomer service via telephone still requires diverse productknowledge plus the knowledge for broadcast and communicationtechnologies. Customers are always supported by the experts of thiscenter who went though intense trainings. In order to respond tothe technical inquiries for the Internet, the "Internet TechnicalSupport Center" has been established and is technically wellprepared to deal with specialized questions. There also exists adedicated team to address the problems such as viruses andunauthorized use including slander and defamation, in order forcustomers to use the Internet in a well-conditioned and safeenvironment. |
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Kanto Customer Service Center
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Technology integration is designed to improveoperational efficiencies through business aggregation andstandardization, service quality and system reliability thoughenhancement of skill and organization, and receptiveness to newtechnology and high degrees of expertise.
In April, 2003, the "Higashi Technology Center" was established forthe 3 station offices located in Chiba, followed by the "SaitamaTechnology Center" (February 2004) and the "Kanagawa TechnologyCenter" (July 2004). Technology integration for Kansai regionstarted in April 2001, biding the 9 station offices within theregion. Today, technology integration for other areas is underconsideration. |
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Kanagawa Technology Center
Opening Ceremony |
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Proposal Announcement in the Center
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| April 1, 2007 |
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