- Customer Experience and Contact Centre Services
- Webhelp Payment Services
- Global Enterprise Services
- Netino by Webhelp
- Technology enablement
David has previously discussed the significance of language capability in operational consolidation strategies. Evaluating language needs based on demand and scalability helps organisations with an international customer base gain the first foothold towards delivering exceptional customer experience. A simple matrix depicting language requirements helps decide where optimum locations will be, as explained in this paper. Generally, you’re looking for a city with a large multinational population, a majority of which are young, driven fresh graduates ready to make an impression in professional services.
Glasgow, for example, has a population of just over half a million – around 11% of the Scottish total. Its three universities – Glasgow, Strathclyde and Caledonian – generate a wealth of language skills and attract foreign students keen to work in the BPO industry both during and after their studies. The city, largest in Scotland, has 190,000 foreign nationals in residence with valuable language skills and its universities create 3,200 language graduates a year.
Through our own operations in the heart of Glasgow, we have realised the city’s potential to become a leading language centre in global customer experience management for small to medium scale projects. The recent exposure gained as host city of the 2014 Commonwealth Games has brought Glasgow back into the global spotlight as a social, educational and business hub. And last but not least, we know how important people are in the customer experience industry, and it is no coincidence that People Make Glasgow!
Get in touch on LinkedIn if you want to discuss Glasgow’s global opportunity further.
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