Industries we serve - Customer Care

The problem clients face

The Challenge

Customer Care Executives want to improve the service experience for migrant customers whilst reduce their cost to serve.

To do this, they understand that first contact resolution must be reached within an appropriate time frame as well as provide an exceptional service experience.

This can be challenging due to skills shortages, inadequate language vendor support or poor service performance. Many Customer Care Executives believe there are no viable alternatives to legacy language service providers in the market.

outcomes we deliver

The Results

Our clients and their customers experienced significantly shorter wait times to be connected to interpreters across 315 languages. There was also a significant reduction in call abandonment, and an uplift in positive feedback due to our quality assurance program. Most importantly, our clients achieved significant cash releasing benefits.

For the brands below, all have realised material, measurable benefits including an 87% improvement in connect times and a 38% reduction in costs.