The benefits of self-help options to a multilingual call center

The benefits of self-help options to a multilingual call center

OABPO Blog Team Published on April 25, 2014

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Self-help options prove to be beneficial to call center operations. They have similar and varying advantages to different types of voice service. Technical support call centers, for example, solve issues such as ticket overflow, communication difficulties, and uneven ticket allotment through self-service solutions. A multilingual call center can also gain these benefits, but more than these, self-help tools enable the contact center to break barriers that are unique to the multilingual voice service segment.

•   Time zone barriers

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Even if a multilingual call center provides 24/7 support, the time zone differences between the operation site and the multinational clientele might still cause issues. Phone connections may not be sturdy at certain times in the customer’s location.

In other instances, the call center may reach their maximum call volume during a specific hour, resulting in long call queues and waiting periods. With non-voice support tools in place, brands can transact with customers any time of the day without having to face technical difficulties and delays.

•   Language barriers

An agent that is well-versed in the language the customers speak may still face contextual difficulties. This is especially if the agent speaks the customer’s tongue merely as a second language. On the other hand, some customers prefer reading complex instructions than getting these dictated over the phone. With readily available sources such as FAQ pages and social media channels, customers could understand the solutions at their own pace.

•   Personal barriers

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Some people would rather fix issues or get answers by themselves than seek help from strangers. Others have doubts entrusting sensitive information over the phone, so they choose to seek assistance in other ways. With self-service solutions in place, customers will have no qualms contacting the brand.

Language, location, and personal misgivings should not hinder a multilingual call center from delivering topnotch customer service. Thus, contact centers must offer alternative ways for customers to get answers and process transactions in their own time and manner.
 
 

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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO Makati, Glorietta 2 site lobby

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