Whitepaper
Global consistency:
How do I ensure the same standards of quality in every language supported?
There’s no question that the recruitment process is invaluable when it comes to multilingual CX success. Employees need to have both proficient conversational skills and writing skills. And according to Call Centre Management Association research when interviewing contact center leaders, this can be a challenging task.6
To ensure consistent, high-quality service of language supported, brands should focus on recruitment and training for the right talent.
Recruitment
Focus on conversation and cultural knowledge
Brands should prioritize hiring language experts who possess not only excellent communication skills but also a high level of cultural understanding. By building a diverse and skilled team, brands can provide consistent support across different languages. One of the best ways to bridge the language gap is to hire local talent that also understands the culture of your target customers.
For example, Foundever has a recruitment center of excellence, which attracts native and highly fluent (C2) talent to support brands. The process combines both in-country and local hiring to ensure that every conversation creates a quality connection and builds loyalty and value with your customers.
Checklist for recruitment best practices:
- Engaging, digital hiring experience
- AI-enabled role-matching aligned to brand needs
- Above-average employee retention
- Industry-leading onboarding and coaching to reduce speed-to-proficiency
Setting up your teams for success with training
Investing in comprehensive language training programs ensures that agents are equipped with the necessary skills to deliver high-quality support. This includes language proficiency, cultural sensitivity and product knowledge. 4 tips to set up your agents and contact centers for success:
- Help agents help customers through omnichannel platforms and experience orchestration.
- Help customers help themselves through self-service (conversational AI, knowledge management and self-service content), social media CX and metaverse as a CX channel.
- Help drive better outcomes through interaction and advanced analytics.
- Help teams grow and develop with continuous learning and development. This could include custom training design, performance boosters and AI trainers.
Your employee experience should be empowering
At Foundever, our motto is: the employee experience is the customer experience.
It's critical to prioritize the employee experience to retain and motivate language support agents. How can you empower your teams on a day-to-day basis? Think: Providing ample opportunities for career growth, recognizing outstanding performance and building a supportive work environment with positive feedback and reward systems.
Center of excellence
Diverse CX talent working to support you
Foundever has established multilingual hubs in 10 countries. In an effort to continue expansion in other regions, we have four Centers of Excellence that focus on recruitment, continuous improvement to operations and processes, reporting and data that allows us to analyze what’s happening on a day-to-day basis, and workforce management and planning.
These four expertise groups work hard to continuously build, grow and learn how to expand our multilingual hubs, prepare employees for success and improve workflows in each contact center.
10 multilingual countries: Bulgaria - Egypt - Greece - Hungary - Italy - Poland - Portugal - Romania - Spain - Serbia
4 Centers of Excellence: Recruitment - Continuous improvement - Reporting and data - Workforce management and planning
Spotlight
Foundever hubs in Greece
Carefully chosen to meet CX industry needs, Athens became our flagship hub for its talent pool of highly educated native speakers in many languages, especially German. It offers a huge community of foreign citizens as a result of a dynamic, strong tourism sector, and a scalable, cost-effective, business-friendly environment for premium brand experiences.
Seats
Site
Clients
Languages
Workforce info
Population: 10.6M Education: 44% of 25- to 34-year-olds hold a tertiary education Literacy rate: 97%
Services delivered
- Back-office services
- Complaints management
- Customer care: Multichannel
- Retention and acquisition
- Technical support
Industries supported
- Beauty and wellness
- Communications
- Financial services
- Healthcare
- Manufacturing
- Pharmaceuticals
- Retail/e-commerce
- Technology
- Travel and hospitality
- Utilities
Languages supported
Albanian, Arabic, Bulgarian, Croatian, Czech, Dutch, English, French, German, Greek, Hebrew, Hungarian, Italian, Japanese, Mandarin, Nordics, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Turkish, Ukrainian
6- Call Centre Management Association, “CX and operational fluency for multilingual contact centres,” ccma.org.uk.