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Machine translation is touted to be the next big thing. By automating language translation, it promises to help you save time, money, and effort involved in understanding and replying to native customers from different countries. So, if you’re a business running a multilingual call centre, you’d be crazy to not invest in it, right?
Before getting carried away by the hype, let’s take a step back and really deep dive into MT. Is it flawless? No. Does it provide accurate context-rich translations? No. MT comes with its own limitations; limitations that surprisingly overcomplicate multi-lingual customer support.
Let’s dig in!
1. It focuses too much on word-to-word translation
Machine Translation focuses primarily on word-to-word translations rather than analysing the essence and context behind a sentence, first and foremost, before translating it.
This problem mainly arises because foreign words and phrases have multiple meanings depending on the context and region where it is used. For instance, in Spanish-speaking countries, strawberry translates to fresa. When used in Mexico, however, fresa describes a young person that is acting preppy and is used in a negative way. Adding to this confusion is the fact that when a word has several meanings, MT usually picks up the most common and simplest choice, which might be starkly different from what the person wanted to convey.
MT’s word-to-word translation technique can lead to sentences sounding offensive, off-context, and at times, legally inaccurate. And in the business of multilingual customer support, this comes with severe consequences as customers expect you to get right to the bottom of a problem, and resolve it on time. One mistranslated sentence would mean that your team’s solution in fixing an issue wouldn’t be aligned with what the customer wants.
2. Translating between completely different languages isn’t easy
You wouldn’t have to fret much if you’re using MT to translate between two similar languages, say Spanish and Italian. On the other hand, if you’re translating between two languages that are completely different in terms of structure, grammar rules, etc. (say, between English and Japanese), MT isn’t going to provide accurate results.
Translating between English and Japanese is an ordeal. That is because Japanese is a context-heavy language. There is a lot of information that may otherwise be explicitly expressed in other languages that would be omitted in Japanese.
Another factor is that Japanese nouns don’t distinguish between singular and plural. Another language that is tough to translate is Arabic, owing to its vast vocabulary, and the presence of multiple synonyms of words in Arabic. And since it is written from right to left, this adds more complexity to the equation. If your business has a presence in different countries where the language rules vary starkly, opting for a Multilingual Call Centre with well-trained agents is the best way to handle customer requests.
3. Lack of Human Touch and Personalization
” 75% of customers will want to shop with businesses that offer personalized experiences by 2020. ” - Salesforce
The need to humanized and personalized multilingual customer support is only increasing. While the use of technology has become omnipresent, humans still form the heart of a brand. Customers want to interact with other people on the other side. With MT, you easily can make out if the response was translated, written, and translated back to the original language by a human or a bot. There’s warmth, empathy and care when humans converse as opposed to vanilla facts that machine translations produce. Humans hold the key, always!
Since MT can’t understand cultural contexts, it’s hard to personalize foreign language interactions. Investing in a multilingual call centre team is the way to go about it. Specially trained service reps ensure that every customer conversation is personalized, humanized,
4. Technology that leads to more manual work
Here’s the irony in Machine Translation. Its purpose is to automate language translation and completely eschew manual translators from the process. However, due to the inaccuracies and mistranslations, you really need humans to work on these translations.
MT’s got one job. To translate. It can’t identify a typo or an error that happened during translation. Which means, despite being heavily dependent on technology, you still need to rely on humans, still pay their wages, and still invest time and effort to manage these teams that review translations.
We’re not saying that technology is a bane altogether. But in a function as crucial as multilingual customer support, leaving it all to a machine is quite careless. A multilingual call centre with specialized agents can not only get the job done for you, but do it in an effective, personalized, and truly seamless manner.
At LiveSalesman, we offer Multilingual call centre support in over 30 European and Asian languages. Our Multilingual customer support includes Spanish Call Centre Services, French Call Centre Services, Chinese Call centre services, Arabic Call Centre services and Italian Call Centre services amongst many others.
Customer Experience Services Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications. • Customer Feedback Technology • Social Account Management System (customer interaction, reports, marketing and e-publishing services) • Customer Relationship Management System (CRM) • Artificial Intelligence Systems and Automation Services (AI & Automation) • Business Intelligence Technologies and Performance... (read more)Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications. • Customer Feedback Technology • Social Account Management System (customer interaction, reports, marketing and e-publishing services) • Customer Relationship Management System (CRM) • Artificial Intelligence Systems and Automation Services (AI & Automation) • Business Intelligence Technologies and Performance Dashboard (BI & Dashboard) • Voice of Customer Measurement techniques Ticketing System • Specialized training in call centers, customer service and customer care. • Supply, installation and maintenance of a complete C2SMS SMS sending gateway system. • Content and data management systems • Contact Center Outsourcing. “BPO “ • Contact Center Training. • CX Consultancy. • CX Platforms (Genesys, Verint, PerfectCX, Microsoft Dynamics, Oracle) .
We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API... (read more)Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API Management and Microservices Human Capital Management Identity & Access Management Application Development Enterprise Cloud Data Management & Analytics
We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.
Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.
We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology. Are You Ready?
Help Desk Services 24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
Inbound customer service and sales support With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
Business Process Outsourcing Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced. SERVICES -Contact Center Services -Customer Service Support -Sales Support -Web Data Collection -Telephone Data Collection -Data Services -Infrastructure Design -Workforce Support -And More RESPONSIVE 24/7 coverage, always finding the best solution for your business
Outsourcing Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
BPO, Financial and Customer Services Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
Multilingual Customer Service Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr... (read more)Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to provide English inbound call center, Chinese inbound call center, Spanish inbound call center and more.
Callnovo China call center operation sites, Philippines call center operation sites and other languages outsourcing call center sites are all 24X365. We are very flexible in working hours so we can match different client’ customer service/after sales support call center requirements from different countries.
CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and... (read more)CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and flexible business process outsourcing (BPO) solutions include technical and customer support, tele sales, channel enablement and back-office support.
Virtual Assistant Services Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p... (read more)Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business processes.
Just some of the services we offer:
- 24/7 Inbound call management. - Email management and response. - Social media management. - Live web chat services. - Message-taking and delivery. - Appointment taking and diary management. - Book accommodation & travel arrangements.
Make sure all your business calls are dealt with professionally and all leads are transferred with ease and efficiency. Our tailored solutions will ensure that your business runs smoothly.
Our support packages are completely flexible and can be switched on or off or set for specific times – e.g. overnight call answering system.
Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.
We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
Consilium UniCare™ Professional Services As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations. • Cisco UCCE, PCCE & UCCX design, implementation and upgrades • Cisco CVP VXML application development with PCI compl... (read more)As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations. • Cisco UCCE, PCCE & UCCX design, implementation and upgrades • Cisco CVP VXML application development with PCI compliance • Cisco UCCX IP IVR scripting and host interface development (back-end integrations) • Cisco CUIC custom report development and IVR menu traversal reporting • Cisco Enterprise Chat and Email (ECE) design, implementation and upgrades • Cisco S+ Calabrio Workforce Optimization (QM & WFM), Cisco S+ eGain Mail, Chat and Analytics design, implementation and upgrades • Cisco SocialMiner with Consilium Task API add-ins • Cisco Finesse workflow development and Cisco Finesse API-based development • Custom CRM and payment integration for agent desktops and IVRs • Custom development based on any Cisco collaboration APIs as a Cisco Developer Network (DevNet) partner and Cisco Preferred Solution Partner • Consilium Education Services for partner and advanced customer enablement
Why Consilium Advanced Professional Services? We have held the prized Cisco ATP (Authorized Technology Provider) partner contact center specialization continuously since 2008 and have over three decades of experience in the contact center and collaboration business. • Consilium has proven our ability in over a thousand deployments in more than 100 countries. No matter what the size or complexity, we have proven our mettle and live to deliver what we promise. • Consilium’s systems engineers, software developers and solution architects deliver technology expertise through a full lifecycle of consulting, professional services and 24/7 global support and managed services. • We maintain up to the most-recent three releases of all Cisco collaboration products at Consilium Innovation Technology Labs (CITL) and leverage emerging technologies such as chatbots, omnichannel, and artificial intelligence (AI) to create measurable business outcomes. • When time is of essence to build, deploy and launch solutions, you need to bring in the experts. As a customer recently wrote, “we decided we could get it done much quicker by engaging Consilium than us playing around with the system.”
We specialize in all aspects of customer contact services: • Customer Service • Technical Support • Employee Help Desk • Customer Acquisition / Retention • Order Processing / Administration • Quality Monitoring • Consulting
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
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