Multilingual Customer Support Services for US Companies | OEX VCC
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15.11.2024

Multilingual Customer Support Services: Transforming CX for U.S. Companies

Outsourcing customer service is increasingly a strategic choice for U.S. businesses looking to enhance customer experience while managing costs efficiently. Polish contact center companies have emerged as reliable partners for U.S. businesses, offering a unique combination of multilingual expertise, a skilled workforce, and cutting-edge technological solutions.

These providers cater to diverse business needs with services such as advanced AI-driven tools, scalable operations, robust data security, and comprehensive multilingual support, helping companies enhance customer experience while optimizing costs. In this article, we will delve into the key advantages U.S. businesses can achieve by utilizing customer support services provided by Polish companies.

 

1. Access to a Diverse and Multilingual Talent Pool

 

Poland is home to a highly educated and linguistically diverse workforce, making it an ideal destination for call center services. Companies like VCC leverage this talent pool, which includes not only native Polish speakers but also residents with international backgrounds, foreign students, and remote professionals fluent in a wide range of languages. VCC alone has the capability to recruit specialists fluent in over 14 languages, with the flexibility to expand this offering based on specific client needs.

This linguistic diversity enables VCC to deliver seamless support in languages such as Polish, Ukrainian, Czech, and many others. For example, VCC’s LinGo Department, specializing in multilingual customer service, is based in Lublin—a city well-known for its academic institutions and as a hub for top multilingual talent. Additionally, VCC offers the adaptability to recruit and train remote agents, allowing businesses to scale their operations effectively and efficiently.

By tapping into this broad talent pool, VCC provides tailored multilingual call center solutions designed to meet the unique needs of U.S.-based companies, ensuring exceptional support across various markets and languages.

 

Case Study: Multilingual Support for a Real Estate Company

 

Client’s Needs

 

A leading real estate company managing shopping malls across seven countries required multilingual contact center services in five languages. Their needs included:

  • Technical support: assisting web app users with troubleshooting and navigation.
  • Comprehensive onboarding: handling account creation, invitations, user registration, follow-ups, and reporting.
  • Back-office services: manual turnover recognition to support financial operations.
  • Knowledge base management: developing and maintaining a centralized knowledge repository (a VCC original project).

VCC’s Solutions

 

To address these requirements, VCC assembled a dedicated multilingual outsourced team that became an integral extension of the client’s organization. The team’s seamless integration was achieved by connecting the client’s ticketing system with VCC’s telecommunications system, enabling transparent and detailed reporting.

VCC also implemented strategic recommendations to streamline the onboarding process and improve the web app setup, ensuring a smoother user experience.

 

Results

 

  • 130 shopping malls supported: comprehensive service coverage across multiple countries.
  • 15,000 records processed quarterly: efficiently managed high volumes of data with accuracy.
  • Bilingual and trilingual agents: a specialized team facilitated onboarding and archived financial data for quarterly reporting.

 

2. Scalable Operations

 

During peak sales seasons like Black Friday, Christmas, and New Year, US e-commerce companies need scalable support more than ever. VCC’s infrastructure allows for rapid scaling of call center services to meet the increased demand in customer interactions, making it a valuable partner in outsourcing.

 

Case Study: Flexible Team Scaling

 

In 2023, VCC demonstrated its ability to quickly scale operations for a major retail and e-commerce client during peak sales periods. The team size was reduced to 19 agents during low seasons but scaled up to 122 agents in December to handle the influx of customer inquiries during the holiday season. This flexibility ensured that customers received timely support despite the sharp increase in contact volume.

VCC takes full responsibility for recruitment and training, allowing businesses to focus on growth while the customer service outsourcing company handles the necessary operational scaling. The company’s ability to scale up and down, supported by multilingual customer support, makes it a key partner for US businesses during high-demand periods.

 

Peak Season Success

 

During the 2023 holiday season, VCC successfully managed:

  • A 352% increase in email inquiries (from 8,727 emails in July to 39,460 in December).
  • A 2,099% increase in chat interactions (from 289 chats in April to 6,356 chats in December).
  • A 324% increase in inbound calls (from 24,165 calls in May to 102,453 in December).
  • VCC also reorganized shift schedules and streamlined processes to ensure smooth operations during peak demand, contributing to a seamless customer experience.

3. Advanced Technological Infrastructure

 

Poland is a technologically advanced country, offering state-of-the-art solutions to meet modern business demands. VCC is equipped with up-to-date contact center services and omnichannel platforms that allow seamless communication across multiple channels, including voice, email, chat, SMS, and social media.

Systems like Daktela, Conpeek, Thulium, and Interactive Intelligence are integrated into VCC’s infrastructure, ensuring smooth interactions between businesses and customers. This multilingual call center approach helps VCC manage a wide range of customer interactions while ensuring all data is securely stored within CRM systems. This advanced infrastructure is key to offering consistent and efficient service delivery.

4. AI-Driven Solutions: Enhancing Customer Experience

 

In addition to human talent, Polish customer service companies are at the forefront of AI-driven solutions. VCC’s Primebot, a voicebot powered by conversational AI, offers 24/7 support, automating repetitive tasks and inquiries, freeing up human agents for more complex customer needs. Primebot can be customized to serve different sectors, making it an adaptable tool for any business.

Moreover, VCC’s IT team is skilled in managing and customizing contact center services to meet specific project requirements. This includes integrating client systems with VCC’s solutions via APIs, ensuring seamless workflow and operational efficiency.

For example, VCC automated NPS surveys for a healthcare client using Primebot. This implementation collected over 11,051 responses, achieving an NPS score of 82.24%. Automating this process not only boosted productivity but also provided valuable feedback that helped improve service quality.

5. Lower Costs

 

Outsourcing multilingual customer service to Poland offers U.S.-based businesses not only access to a skilled talent pool and CX expertise but also significant cost savings. With lower operational costs in areas such as wages, infrastructure, and training, Polish contact center providers deliver excellent value for money. Additionally, the favorable exchange rate and Poland’s well-established BPO infrastructure further enhance cost efficiency, making it a smart financial decision for businesses looking to maximize their ROI while maintaining top-tier customer service.

This combination of cost-effectiveness and exceptional talent makes Poland a preferred choice for companies aiming to scale operations and improve profitability.

6. Flexibility in Time Zones

 

Polish agents are well-versed in adapting to various time zones, making them an excellent choice for supporting U.S.-based businesses. Whether your company requires late-night coverage, weekend assistance, or full 24/7 availability, Polish customer service providers can seamlessly align with the diverse schedules and demands of U.S. clients. This flexibility ensures consistent, high-quality support whenever your customers need it, regardless of time differences.

 

7. Security and Compliance

 

In many cases, clients demand on-site agents for security reasons, and Poland’s customer service outsourcing companies, including VCC, have the capacity to meet these requirements. VCC operates across six office locations in major Polish cities, managing over 1,068 station points, ensuring security and compliance. VCC’s security strategy includes advanced measures that meet the strictest international regulations, such as GDPR and CCPA.

 

Conclusions

 

Poland’s strong technological infrastructure, access to a multilingual talent pool, and flexible, secure operations make it a prime destination for call center outsourcing. Companies like VCC are already supporting US businesses by offering comprehensive, scalable solutions that enhance customer experience through advanced technology and skilled agents. By partnering with Polish customer service companies, US businesses can elevate their CX strategies, improve efficiency, and maintain a competitive edge.

 

Author: Patrycja Hala-Saçan, Senior Content Marketing Specialist