From Phone Response to Designed Customer Correspondence: Special Seminar on Changing Centers into 'Strategic Departments' Based on Public Standards

The CS Specialist Certification Association (an organization applying for certification under the Ministry of Health, Labour and Welfare’s vocational ability evaluation system; Representative Director: Kaoru Ishikawa) will hold a special seminar on May 20, 2026, in collaboration with Toshiba Corporation to fundamentally review contact center operation models.

Under the theme of shifting from 'Phone Response' to 'Designed Customer Telephone Correspondence,' the seminar will explain a new approach to structurally designing, evaluating, and operating customer interactions based on empirical data.

The Challenge: 'Undesigned' Interactions Many contact centers today face issues such as inconsistent evaluations, long training times, and employee burnout. These stem from a structural problem: customer response is performed individually without a clear design of 'what judgment to make' and 'how to respond.'

A New Management Axis: 'Designing' Response This seminar presents the concept of 'Customer Telephone Correspondence,' which designs interactions not based on intuition but through structure, sequence of judgment, and evaluation criteria. This enables reproducibility in quality and functions centers as 'strategic departments.'

Verification by Toshiba's Quality Evaluation Service This initiative began when Toshiba's RECAIUS was used to verify scoring in trial exams for the Ministry's vocational system. The seminar will use empirical data to explain how much evaluation bias can be suppressed and how this mechanism functions in the field.

Connection with Public Standard-Based Certification The content is based on the 'Customer Telephone Correspondence Proficiency Test,' which is grounded in Skill IDs corresponding to the public standards. This test is a new framework for evaluating and developing customer response as a 'technology.'

[Event Overview] Date: May 20, 2026 (Wed) 14:00–17:00 Format: In-person Venue: TKP Garden City Shibuya Fee: Free Target: Center Directors, Managers, SVs, QA/Education Leads, CX/Planning Leads

[How to Apply] Please apply via the dedicated page: https://www.cs-kentei.jp/0520seminer/

[Online Info Sessions for Grade 3 & 4] An online briefing for Grades 3 and 4 of the proficiency test will be held on April 28, 2026, at 11:00. Applications for Grade 3 start on April 24, 2026, while Grade 4 applications are already open.

About the CS Specialist Certification Association Established to improve the abilities and social evaluation of customer interaction personnel, the association develops and provides certifications and educational programs based on Skill IDs. It was incorporated in April 2009 and aims to contribute to corporate growth and social development through the enhancement of Customer Satisfaction (CS).