Case Study

Telecommunications

Telecommunications

ezispeak was approached by a large Australian telco to help drive change in their multilingual customer service strategy. Transitioning away from a significant BPO was a major point of consideration during a time when this BPO had been their multicultural language services outsourcer.

Challenges

- Managing the transition from their established language services provider

- Ensuring that Australian telephone interpreters were going to benefit from increased demand


Outcome

- A reduction in the cost to serve by over 40% year on year

- A white labelled multilingual customer IVR solution which aligns with their English speaking customer experience

- An improvement in service level performance across key contact centre metrics


The Challenge

This client had been working with one partner for over 15 years in the delivery of multicultural services and desired change - change which would drive a consistent customer experience as well as return control of the overall customer engagement strategy as well as reduce their cost to serve.

Telecommunications

From The Users

The Outcome

ezispeak was able to successfully onboard this customer in record time and the client has experienced exceptional service performance and financial results since transitioning to ezispeak.

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For an in-depth insight into how ezispeak uses targeted solutions for a number of businesses, download our case study today. We provide a look into the challenges faced by a number of companies when it comes to language barriers and our solutions that have provided businesses with clarity, results and satisfied customers.

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Telecommunications

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