Companies with far-flung overseas business operations are faced with the challenge of bringing U.S.-standard customer experience expectations and service to their international operations. Elevating the customer service standards at international call center services is especially challenging, particularly when handling interactions with customers who speak different languages.
The problem is particularly acute for call center service providers who outsource significant operations to countries in Asia and the Pacific, including India and the Philippines. Until recently, the standard practice was to hire local call center agents, place them in identical appearing call center facilities and have them simply read from pre-written and often out of date agent scripts when handling callers. This model proved unsatisfactory for many callers, especially those in the U.S. who found themselves dealing with strange accents and inflections.
VANAD Group, a Netherlands-based customer interaction management group, has partnered with NexxLinx, a cloud-based contact center service provider, to deliver high-quality on-demand outsourced call center services in multiple languages, using software and technology to route calls to the best agent to handle a caller’s unique language and service needs.
"Our model fundamentally changes the way we address the marketplace for outsourced multi-lingual support. We leverage cloud computing technology and multi-lingual home agents to deliver better quality service, with less attrition, in 50 languages, for about 40% less than the cost of traditional outsourcers," said Ad Nederlof, president of VANAD group, said in a company statement.
"We have perfected how to recruit, train and motivate a group of experts, not based on geography, but on language and service skills. Powered by the NexxPhase Customer Interaction Manager, a multichannel cloud-based contact center provided by NexxLinx, we get all the key features of a Genesys (News - Alert) platform, on an on-demand basis, for a fraction of the cost," said Craig Mento, CEO of NexxLinx, in the statement.
The spread of multilingual on-demand call centers will support a wide array of businesses that have customers distributed in numerous nations around the world.
"One of our clients is a leading financial publication worldwide, and a recognized leader in providing an exceptional customer experience. We support them worldwide, and modeled a significant portion of our EMEA offering for their multichannel needs through our partnership with VANAD,” Mento continued. "Cloud computing technology in the contact center space is truly a game changer. Combined with multi-lingual home agents, it's a cost and quality model that can't be beat. This partnership enables companies to address their most critical business priorities, while we deliver the optimal consumer experience."