ENABLING A MULTI-LINGUAL ENABLED CALL CENTER

Overview

The total cost of telecommunications is increasing. Although per unit costs have decreased, companies need to continually add new services in an effort to increase their competitive edge. Third party or outsourced services can also account for this increase in cost.

One such added service is Multi-lingual Enablement of the call center. Until recently this has been accomplished through the use of third party providers. Although an effective way to meet the ever increasing needs of multi-lingual and globalization enablement of corporate call centers, it is not cost effective. The time spent auditing and managing the invoicing of outsourced services could be utilized for an internal multi-lingual enabled solution. 

Our expertise in Multi-lingual Enablement can allow you to facilitate your current call center with multi-lingual capabilities that will easily provide a ROI to justify both, time and expenditure.  We provide operational and technology enablement to your existing infrastructure to give your company better visibility into and control over your call center assets and expenses. Our methodologies will help you facilitate and maintain both training and service levels to meet customer satisfaction quickly and efficiently.

Proposed Solution

Development of your Multi-lingual Call Center will involve the following steps:
a) Assessment of your current capabilities: Utilize existing in-house call center infrastructure and control to ensure high-quality performance, minimize staff turnover, reduce customer churn and be able to enhance your company’s strategic goals and meet customers’ expectations.
b) Setup and Results:  Focus on customer experience for better call outcomes.  Making sure that the every call experience exceeds the customer’s expectations.
c) Redirection of language capabilities and related costs:  Produce proficient, loyal employees and they will produce loyal, satisfied customers.  Pinpoint new opportunities and take advantage of them to generate additional revenues.  Insure that industry regulations and government mandates are complied with.

Business Case: ROI

We will help you build and optimize a multi-lingual capable center that frees you from the burden of outsourcing and eliminates the costs associated with outsourcing. Managing vendors and relying on the attentiveness of their staff to service your customers can become an enormous factor in determining whether you will benefit from bringing multi-lingual services in-house. When you consider that your cost per minute is $1 or more versus a $.50 per minute cost after establishing an in-house capability, the savings can be astonishing. 

When outsourcing, there is a loss of internal control over staff management and quality control, along with the necessity to correctly manage your vendor from different aspects. The cost of maintaining your own multi-lingual center becomes more profitable.

Qualifications

We listen to our customers and then produce results.  When considering the special needs of clients, we take into account business need, current size, future growth, system scalability and cost. Corporate enterprise design needs to account for future growth as well as meeting existing functional needs.

We are an association of consultants whose experience spans virtually all aspects of Multi-Lingual Call Center capabilities, to work with you on delivering what you need, when you need it.

Working together affords us the ability to conceive, identify and communicate - placing the satisfaction of the stakeholders in the forefront. Displaying a genuine commitment to the results of a project and follow through will move us towards an effective and successful project completion.

Services

Providing Language Specialty Consulting, Operational Coordinating Services and Technology Consulting Services to assist you in finding the most advantageous implementation for your center.