Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

The development of multilingual hubs for an improved customer service

Blog
22nd September 2017

Outsourcing has changed dramatically in recent years. A decade ago most companies exploring an outsourcing strategy were looking to reduce their operating costs by locating business processes outside of their core operation. Today there is a far more complex business environment where outsourcing is more often seen as a way to tap into expertise that is unavailable in-house.

When companies are looking for a Business Process Outsourcing (BPO) partner there are some even more specific attributes that executives look for today:

The change in business strategy is even more pronounced when it comes to the nearshoring of customer service processes. Managing the customer experience in a market such as Europe is more complex than ever thanks to the large number of businesses that now operate across borders and therefore require customer service processes in many languages and on many communication channels.

At Webhelp, we have found that the key to making this work is to base customer service team in multilingual hubs – locations where costs are relatively low, but also where a high proportion of the local talent speaks two, or even three, languages. It therefore becomes possible to create a single European customer service operation that can service customers across the entire continent. For example, our multilingual hub in Lisbon, Portugal, currently serves customers across Europe in nine languages and there is the potential to develop further.

Businesses operating across borders today need agile partners with innovative solutions. The concept of a multilingual hub is fairly new, but it presents the opportunity to centralise support services for many languages in a single location – improving the service quality and reducing the cost when compared to operating many centres across the continent.

Please click here for more information on language hubs and location strategies.


Leave a Reply

Your email address will not be published.Required fields are marked *


David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
The rise of fake news, phoney profiles, data mining and the impact on trust in CX

In the age of online fakery, can brands still inspire trust and communicate with integrity? Webhelp’s Innovation Director, Dave Pattman, looks at the impact of diminishing online confidence on the future of CX. With our screens full of references to fake news, bogus social media profiles and high profile data mining scandals hitting Facebook and Google, it’s hard not to assume that trust...

News
Oor Wullie’s Big Bucket Trail | Charity Week

Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at...

News
Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000,...

Whitepaper
The Hybrid Model

As an international healthcare services organization, Direct Medica develops and implements innovative solutions to reshape the relationships between healthcare professionals, patients, industry players, hospitals and payers. For the past two years, the company has been developing a very...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook