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Case Studies
Multilingual Outbound Customer Support

Overview

A global manufacturer hired multilingual support agents to get feedback from international customers.
Challenges included selecting suitable multilingual candidates and ensuring a 50% conversion ratio.
The initiative led to improved market understanding and a 60% increase in sales-closing.

Story of the Customer

The client, a global manufacturer of scales and analytical instruments, needed a way to reach out to customers and prospects in various countries to gather feedback and identify interest in their products. They brought us on board with a target of reaching out to 60,000 contacts quarterly.
We built a multilingual team, trained in the client's products, leading to successful customer interactions and high conversion rates.
This resulted in enhanced understanding of market needs, increased product awareness, doubled appointment settings, and a 60% boost in sales.

The Challenge

The project presented three key challenges as mentioned below

Selecting multilingual candidates proficient in English, Spanish and Portuguese.
Developing a multi-lingual training module for the client's products and policies.
Achieving a high conversion ratio of 50% through rigorous training and quality assurance.

The Solution

In order to meet the client's requirements and overcome the challenges faced, a three-pronged solution strategy was implemented as mentioned below

A team of 20 multilingual agents were trained on client products and support policies.
A robust telecom solution was implemented with backup and recording facilities.
A multilingual QA team was established to monitor calls and ensure high conversion ratios.

The Result

The multilingual approach led to increased product awareness and understanding of market needs.
It resulted in double appointment settings and over 60% rise in sale closures.
Existing customers were successfully upsold and cross-sold products, boosting overall sales.

Unlocking Enhanced Customer Experiences with ExpertCallers

Elevate your customer experience by collaborating with us. We function as an extension of your company, offering customized services to meet your precise requirements. Our expertise, knowledge, and robust infrastructure are geared to bolster your brand. Unlike many service providers, we prioritize innovation across your entire call center ecosystem.

Reach out to us today to harness our extensive experience in the outbound call center industry.

Expert Callers' Multilingual Support Skyrockets Global Brand's Sales by 300%