Industry

Fast Growth Technology

Modern customers crave a strong connection with their preferred brands. The absence of support in their native language can lead to frustration and disengagement. Collaborating with an established customer experience management (CXM) provider offers a solution. Through fully integrated multilingual support tailored to the company's objectives, businesses can effectively engage every customer, ensuring empathetic and personalized support across a diverse customer base.

The Challenge:

Global businesses face the intricate challenge of serving customers across diverse cultural backgrounds and languages. Recruiting and retaining multilingual agents, aligned with brand values, and possessing domain expertise, can be costly.

Our client, a renowned global leader in learning innovation, offers a powerful AI-driven platform catering to universities worldwide, providing impactful learning experiences for students, instructors, and administrators alike. Amidst growing demand for the platform, they encountered a significant hurdle: sourcing, retaining, and developing multilingual talent to deliver technical support – from resolving login glitches to addressing complex class content inquiries.

Initially, the client managed hiring internally, but the expense of recruiting trilingual agents proficient in English, Spanish, and either Portuguese or French was prohibitive. Additionally, centralizing training and maintaining consistent practices across languages posed further challenges, as did ensuring agent engagement and retention.

The Solution:

In collaboration with our client, ResultsCX embarked on a journey to provide comprehensive support through voice (phone), chat, and email channels, catering to multiple languages, including English, Spanish, Portuguese, and French–all while achieving cost reductions. We strategically invested in agent recruitment, development, retention, and customer satisfaction (CSAT) enhancement initiatives to drive optimal outcomes. Our experts, in close partnership with the client’s leadership team, foster an environment of transparency and collaboration, facilitating ongoing discussions on solutioning and training strategies.

Key initiatives undertaken include:

Careful selection of resources tailored to client specifications and continual optimization of performance through comprehensive agent training and engagement efforts.
Language proficiency screenings and continuous skills development, incorporating soft skills refreshers, weekly meetings, collaborative quality assurance sessions, role-playing exercises, and personalized training sessions in small group settings.
Utilization of assessment tools such as Emmersion for language evaluation and Traitify for assessing competence, behavioral traits, and cognitive skills.
Implementation of wage calibration exercises and incentive programs to boost agent retention rates.
Cross-training initiatives during off-peak seasons, encompassing various areas such as trainings, audits, helpline support, and report generation, ensuring a versatile and agile workforce.

The Results:

Backed by the unwavering strength, trust, and reliability of our enduring 7-year partnership, we stand as the client’s preferred ally for volume delivery, handling a substantial 60% of their customer interactions. Notably, we are the sole provider of graveyard shift support among all BPO partners, underscoring our commitment to meeting the client’s needs around the clock.

The client is delighted with our leadership, performance excellence, and the unparalleled quality of agents across all supported languages–sentiments further reinforced by our consistent achievement of key performance indicators (KPIs).

Above 80% forecast accuracy in Workforce Management (WFM)
Over 80% CSAT scores throughout the year
Over 50% reduction in attrition rates from 2022 to 2023, with some agents boasting an impressive 7-year tenure on the account.