Presented By: Dr. Jon Anton, Adjunct Professor, Purdue University, Center for Customer-Driven Quality and Clyde Anderson, Vice-President of Marketing,LLE – Language Services
On Demand: - Live Date: December 2007
With the ever-changing landscape of global customers, companies are facing the challenges of communicating with callers in over 50 foreign languages. The antiquated American mind-set of “well, everyone will speak English” is simply no longer applicable in today’s demanding customer-centric business environment. Researchers at Purdue University, sponsored by LLE, have conducted a study to better understand the magnitude of the multi-lingual challenge for customer service call centers. The purpose of this Webinar is to discuss the results of this research and to recommend alternatives for handling inbound calls for customers of any language preference.
Listen to this webcast if you say yes to any of the following questions?
1. do some of you inbound callers prefer to speak their native language?
2. could you better communicate your message to non-English speaking callers if you had ready access to an agent that can speak their preferred language?
3. are you finding it difficult to hire and train agents that speak multiple languages?
4. are you finding that you have to pay substantially more for multi-lingual agents?
5. have you ever considered outsourcing your foreign language calls?
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