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A quick checklist before you set up your Multilingual Customer Support - Livesalesman - ContactCenterWorld.com Blog

A quick checklist before you set up your Multilingual Customer Support

Excellent customer support is the focal point of every business operation. Owing to the fact, many companies are operating in-house multilingual customer call center while others are outsourcing this division. Do you really think running or hiring multilingual call center 24*7 is enough to meet varied customers’ expectations or it is just tip of the iceberg? Corporate world is evolving at a fast pace and business cannot afford to lose single potential customers just because it is lacking on certain parameters of offering impressive customer support services. Assorted below are few ways which intensely affect customer experience and result in higher customer engagement ratio for customer support service providers.

Focus on Customers’ Language – Offer customer support in customers’ language not in company’s language. Moreover, because your customers understand English does not mean they prefer it for business communication. If you are offering customer support to Spanish customers in English language, communication gap is bound to occur. Thus, it is pertinent to know the preferred language of your customers before offering them multilingual customer service. Simultaneously, gather facts about their second preferred language to further mitigate the problem of language barriers. It is a worth to remember that providing support to the customers in their language will accelerate your brand sale by engaging more and more customers.

Follow Cross-cultural Service Expectations- May be your multilingual customer service agents serve their clients in Arabic, Chinese, Spanish and many other languages flawlessly but does it ensure effective communication? The answer is NO. To ensure effective communication, following cross-cultural practices is inevitable. It is because parameters of good customer service for one nation may be a deal-breaker for others. Customers do want their problems resolved, but not in the same way. For instance, customers of Western countries talk in fast pace whereas Asian customers consider fast pace as rude or inappropriate language tone. Similarly, speaking casual language with Japanese customers considered as inappropriate and insulting. Thus, invest time in training your multilingual call center agents about cultural nuances of different nations so that they do not follow “one size fit approach” while communicating with customers of different nations. Do remember, when you exhibit that you know your customers’ culture, they will trust you more.


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Consider Time Zone by Creating Standard Response Time Policy – Responding quickly is one factor which differentiates companies having loyal customers base with companies who struggle in retaining customers. Faster the speed, more satisfied would be the customers. Moreover, set different standard response window for different modes of communication. Let us assume 2 hours’ is an ideal response time for live chat support but may be inappropriate for responding over email.  The idea is to respond to customers’ queries quickly by creating standard response time policy and strictly adhering to it on consistent basis. Not to forget the golden rule “You loose if you snooze”.

Implement the Concept of “Long Tail” – The “long tail” is a popular marketing concept which allows business to make profit by selling less number of hard-to-find items to scores of customers instead of focusing upon selling high volumes of popular items. Every multilingual call center should apply this concept to increase their market presence and get an insight whether they are using their resources in the right manner or not. It may happen that a business is receiving large number of queries from Asian countries on monthly basis but when it comes to revenue, Western countries may steal the show due to massive business growth prospects. This analysis will help businesses in deploying their resources judiciously and create their plan of action accordingly.

Increase Business Scalability across Multiple Languages – Any business can expand its business presence in multiple countries by offering multilingual customer service. It is not wrong to say that for surviving in the global marketplace, multilingual call centre support has become a business necessity. Managing in-house multilingual call centre is a big challenge. Thus, outsourcing such services is a better and effective business strategy. Multilingual call center like LiveSalesman is competent to provide customer support in multiple languages like Chinese Call Center Support, Arabic Call Center Support, French Call Center Support, Spanish Call Center Support to name a few to worldwide clients. Their trained and knowledgeable Multilingual customer service agents know the art of creating personalized service experience for customers of different nations. Moreover, outsourcing multilingual customer support also ensures to manage business operations within your prescribed operating cost.

Source: https://livesalesman.com/a-quick-checklist-before-you-set-up-your-multilingual-customer-support/

Publish Date: January 21, 2019 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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