QVC Japan Ltd. Leverages Verint Solutions to Enhance Quality Assurance and the Customer Experience

PRESS RELEASE: Verint® announced that QVC Japan Ltd., a leading Japanese television shopping channel company, is leveraging Verint Workforce Optimization™ in its in-country contact centers to drive operational improvements, as well as enhance the quality of calls and productivity of its customer service agents. QVC is also using and benefitting from Verint Speech Analytics™, which continues to play an important role in its focus on customer engagement.

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Having used the Verint Workforce Optimization and Customer Analytics solutions for three years, QVC Japan Ltd. is capturing, analyzing and acting on feedback from its customers to help ensure consistency in its service approach, deliver positive experiences, and achieve the high quality standards it has set for its business.

“QVC Japan was the first operation in the QVC global network to implement Verint’s workforce optimization and analytics solutions, and based on our positive results, we have gained a lot of attention. In particular, the combination of quality management and speech analytics helps us determine how best to maximize customer and other business insights coming into our operations and then apply them to new measures,” says Mr. Masukawa, customer experience manager, QVC Japan. “Understanding the true voice of our customers is precious and critical information for determining the right CX strategy and actions. We believe our customer experience team is making great strides meeting customer and market expectations in collaboration with Verint.”

The QVC quality team was the first to introduce workforce optimization and speech analytics to the organization. In doing so, the business has increased quality scores, while enhancing productivity across its teams. Upon experiencing these results, QVC Japan’s customer experience division implemented the Verint Speech Analytics solution. By leveraging the data and valuable insights from the voices of its customers, the organization says it is better able serve them, meet their expectations, and develop and launch compelling marketing initiatives and campaigns.

“QVC Japan is committed to improving customer service and operational efficiency,” says Olivier Georlette, vice president, Japan and Korea, Verint. “The success it has already experienced with Verint’s solutions is a tribute to the company’s dedication and willingness to hear and understand the voice of the customer, as well as streamline processes across operations. Together, Verint and QVC can help break organizational silos, creating an omnichannel environment to improve each customer’s journey.”