Multilingual Customer Support
Our client is the industry pioneer in global, mobile connectivity, ensuring unlimited access to unlimited content on an unlimited number of devices. Founded in 1996, the company has the world’s largest Wi-Fi network, with more than 60 million hotspots in airports, hotels, airplanes, and public spaces in more than 120 countries across the globe.
- Due to the rapid development of its international client base, our client needed a world-class call center solution to provide high level and reliable customer support on multiple languages of its operation. Languages included: English, Korean, Chinese (Mandarin), Thai and Japanese as for the first round covering the following countries: India, New Zealand, Australia, Pakistan, Indonesia, Hong-Kong, Malaysia, Singapore, Taiwan, Vietnam, Philippines, Korea, China, Thailand, Japan
- The company also needed to ensure to assign a sole point provider (SPP) for all its mission-critical Call Center needs to be in the position to scale up with additional languages once its operation expands. Transparency, scalability and quality delivery on reasonable price was the goal to accomplish through its new provider.
- CloudAgents has been chosen and assigned for the management its international customer service operation, handling inbound calls and emails with defined ticketing and escalation processes.
Benefits of the Solution
- CloudAgents, as an SPP, provided consistent and high level services by 98% meeting the agreed SLA requirements during their first 6 months of cooperation. Due to the client's instant growth and provider satisfaction, parties are negotiating a scale up process with additional languages as follows: Norwegian, Hebrew, French, Portuguese, German, Spain, Italian, Polish, Russian, Turkish and Arabic