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Your email address will not be published.Required fields are marked *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
Black Friday and Cyber Monday: The Webhelp Experience

The media coverage of Black Friday and Cyber Monday (BFCM) has focused mainly on the customer experience and the corporate, but there has been far less coverage of the employee experience. We all know that it’s a really busy time for retailers, so how do the people working on the customer service frontline experience the BFCM weekend? We asked our own team at Webhelp. Over 800 people...

News
Webhelp and SKY make it a hat trick of awards

London, UK, 30/11/2018 Global customer experience expert, Webhelp, and leading telecommunications provider, Sky, were celebrating again after taking home the award for Best Outsourced Contact Centre at the European Contact Centre and Customer Service Awards, which took place in London on 27th...

News
WEBHELP AND VODAFONE UK WIN ‘EXCELLENCE IN BUSINESS OUTSOURCING COLLABORATION’ AWARD AT 2018 CCA AWARDS

London, UK, 29/11/2018 Global customer experience expert, Webhelp, and leading telecommunication company, Vodafone UK, scooped up the award for Excellence in Business Outsourcing Collaboration at the CCA Excellence Awards, held at the Hilton in Glasgow, Nov 15th. Having successfully worked...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

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