Author/s

Rebecca Haynes

How we worked with Yarra Valley Water to improve migrant customer experience

One of the core values of ezispeak is ‘Responsiveness’ meaning we work hard to meet our client’s needs and objectives - that's why we're a great partner.

A terrific example of this has been our work with Yarra Valley Water. They’ve been with ezispeak since 2014 and the relationship is still going strong. Here we talk about how we developed a market first language solution for this client.

We were originally approached by this client to optimise how they used language services due to escalating costs from a government owned provider of language services.

Yarra Valley Water employs bilingual customer care agents across their top five languages. This strategy empowers people in their district to speak to subject matter experts in primary languages that were prevalent in that catchment area. To support other members of the community, they also had an inbound telephone interpreting service which saw migrant customers call into Yarra Valley Water directly.

The problem with the inbound telephone interpreter service was that it was causing a duplication of costs from a resourcing and a service design perspective.

We knew there was a better way. And there was. We built an end-to-end overflow language solution which consolidated all language support into one customer service model. We worked with their telephony and call centre teams to design a solution which reduced their costs whilst allowed Yarra Valley Water to reach their first call resolution targets.

The solution designed by ezispeak for this client was the first of its kind in Australia as it was the introduction of a hybrid overflow interpreter model.

To read more about the outcomes achieved, visit the case study: Ezispeak - Yarra Valley Water

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