Increasing Efficiency for a Language Support Provider
An international language support and interpreter services company was facing constant challenges to maintain a viable call centre programme for customers in the United States. The programme requires support service 24 hours a day, 7 days a week, all year round and needed to provide interpretation support for multiple languages, as this service is often used for emergency medical reasons.
On top of finding it difficult to staff the call centre operation with the needed coverage, the organisation was having trouble locating a vendor that could also meet quality service scores of 85% or better, while meeting an internal language capabilities benchmark with the US standard Language Proficiency Test (LPT).
An international language support and personal interpreter services company engaged KellyOCG as its BPS partner.
KellyOCG efficiently implemented a more flexible work schedule metric to maintain call centre coverage, while also hiring and training a diverse workforce to ensure consistent service levels and compliance with the LPT—both before and after hire.
In order to meet quality service metrics and achieve benchmarks laid out by the US standard Language Proficiency Test (LPT), the organisation needed to establish a diverse call centre interpreter workforce that could provide service around the clock (24/7) all year long.
The organisation was able to exceed the quality service goal of 85% and achieved an “excellent” score of 100% from the third month onwards while maintaining complete schedule coverage.
- Flexible and agile work schedule metric
- Service delivery excellence 24/7 all year round
- Specialised recruitment and training approach