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transcosmos Upgrades “QICTO”, a Call Monitoring Service


The popular service expands its scope to support improving external ratings and operators' skill to collect more VOCs

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) upgrades the outputs and the dedicated system for “QICTO”, a call monitoring service co-developed by transcosmos and transcosmos analytics Inc. (Headquarters: Tokyo, Japan; President and CEO: Yoichi Kawano; hereafter, transcosmos analytics), the company’s subsidiary which specializes in research and analytics. QICTO has been popular among businesses since its release. Now, QICTO team releases the new monitoring service for businesses to improve the external ratings on their call center services and to improve operators’ capability to collect more VOCs through upgrading the dedicated system for QICTO, as well as improving the goal-oriented performance evaluation indicator template. transcosmos and transcosmos analytics aim to implement the service to 30 companies by the end of fiscal year 2016, focusing on their existing client companies for which they provide call center operational support.

QICTO, released in March 2016 and has been implemented by various client companies, demonstrates that its monitoring results and the result of CS survey conducted by those client companies are strongly correlated. Seeing this result, the team started to develop performance evaluation indicator template specifically for improving external ratings on the call center services and for improving operators’ capability to collect VOCs. After conducting trials and verifying the results, the team expanded and improved its goal-oriented performance evaluation indicator template. With the upgraded template, transcosmos and transcosmos analytics offer call monitoring service which meets the specific objective of various marketing strategies and call center operations.

QICTO’s upgraded goal-oriented performance evaluation indicator

The upgraded QICTO is equipped with extensive features that are designed to develop and grow the operators. QICTO DASHBOARD and QICTO VIEWER, the new features, automatically create the dashboard which shows the performance evaluation results to easily grasp the strengths and weaknesses of a call center, team or an individual. It also enables to replay “moment of evaluation”, saved as clipping data, with one-click to clearly show the basis of evaluation when providing feedback to the operators. With those features, businesses can build a framework which supports improving the operators’ skills steadily and encourages the operators to leverage the acquired skills in the day-to-day operations, while reducing workload of SVs and QCs.

Output and dedicated system for upgraded “QICTO”

Special page for “QICTO”

Please visit the special page for QICTO from below to find out more about the service. QICTO features, case studies and FAQs are also shown on the page.


Following the increase in inquiries and requests on QICTO service, transcosmos and transcosmos analytics drastically enhance the service structure for QICTO. The team continues to expand and improve QICTO monitoring performance evaluation template as well as upgrading the system while further developing the link with other services including customer satisfaction survey and skill training. transcosmos, together with transcosmos analytics, aim for the higher operational efficiency and the added-value through applying the cutting-edge technologies such as voice recognition and artificial intelligence.

* transcosmos analytics is a trademark or registered trademark of transcosmos analytics Inc. in Japan and other countries.
* transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our client companies by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (contact center, back-office service for HR/Financial/Sales depts., order management and SCM, system development & operation etc.) and Sales Expansion Services (big data analysis, internet advertising, developing & operating website, smartphone/SNS utilization, telemarketing etc.). transcosmos continues to pursue Operational Excellence by providing these services through our 162 locations in 28 countries with a focus in Asia. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients companies’ excellent products and services to consumers in 45 countries around the globe. transcosmos aims to be the “Global BPO Partner” of our client companies, providing them with high quality BPO services on a global scale.

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