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Saskia Y. Kusumah
Contact Center Manager
Alex Hamberger
Director Of Strategic Accounts
Marisa Bartlett
Marketing Manager
Sandeep Rangineni
Data Test Engineer

Article : Cultural Affinity & Multilingualism

Cultural affinity coupled with multilingualism in the outsourcing world became key aspects, especially if dealing with an offshore call center project. When all other factors check during the most rigorous due diligence a client would carry for an outsourcing provider; culture and multilingual capability are often underestimated and in most cases undervalued.

Many of the outsourced programs awarded to different offshore destinations have fallen short in satisfying the cultural compatibility and multilingual capability elements needed to gain the targeted customer satisfaction scores. In many other cases the service had to reach a complete halt after serious glitches caused by cultural unawareness and linguistic issues.

The destination chosen should show an inclination towards the client culture and rather more to the type of offered service, like directory assistance for instance. The directory assistance requires deep knowledge of places inside the served country, in the exact same way locals are used to call those places. Often, customer service requires a close conversation where an offshore agent commonly gets hit by very colloquial terms. An efficient call center provider would have armed his agents with the adequate culture knowledge and training to overcome these kind of situations.

Multilingualism is also a key factor, many leading outsourcing destinations, their value proposition abates when multilingual capabilities are demanded. For that reason the North African region emerged with a unique value proposition among key global tenants. It is a location that is able to provide multilingual services across verticals with a very high degree of cultural awareness. Tunisia, Morocco and Egypt have all established contact center sector for years . Tunisia and Morocco, are still exclusively serving the French markets. As for Morocco, the existence of another European language is also valid. Spanish is served from Tangier north of Morocco at limited numbers. Egypt on the other hand is still perceived as an Anglophone destination, although, on the contrary it has a proven track record of serving most of the European languages to fortune 500 companies, at a very adequate level.

According to Ossama Nazmi, Vice President Marketing & Business Development at Xceed, "the two strong evidences that any outsourcer should examine before committing to an outsourcing tenure are: multilingual capabilities and cultural affinity". He further adds that "these factors establish the base for an ultimate experience for customers that are not only enjoying a "local-sound" but rather a high quality phone experience".




About Xceed:
Company LogoXceed is a global provider of quality, multi-lingual Business Process Outsourcing services and is engaged in managing extensive outsourcing and leasing agreements with key government accounts and Fortune Global 500 companies. We are one of Telecom Egypt companies that were established in 2001 to act as the IT arm for Telecom Egypt, the incumbent operator. We started our first Call Center operation in 2003 with a Contact Center in Smart Village, Cairo, Egypt; Now; we reached seven sites within Egypt and one site in Morocco with an operating capacity of more than 8000 web-enabled, multi-channel workstations. Proudly managing various international & local programs; providing them with wide array of customer care services in different languages. Our languages range from Arabic, English, French, German, Spanish, Italian, Portuguese & Russian. Our OMNI Channel Solutions ranges from; Voice, IVR, Email, Web Chat, and Social Media Support.
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Today's Tip of the Day - Avoid The “Knee Jerk” Reaction

Read today's tip or listen to it on podcast.

Published: Friday, May 29, 2009

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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