ICMI Awards Aetna, Inc. Best Multilingual Support Center at the Global Contact Center Awards
The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards in Orlando, Florida, May 5, 2015, where it awarded Aetna, Inc. as the Best Multilingual Support Center. Three finalists, chosen for their impressive contact center support programs, attended the award ceremony: Aetna, Humana, and Kivuto Solutions. Judges chose the winner based on a number of factors, including how the multilingual support initiatives were employed, implementation challenges that were overcome, and how it improved the customer experience and the business as a whole.
The multilingual support award recognized Aetna, Inc. as an organization that “strategically and effectively provides multilingual support to their customer base.” In a 2014 article in Fortune magazine, Aetna discussed its multilingual capabilities, recognizing the need to “engage the customer through the lens of their culture and language,” and that it had partnered with Voiance’s organization for Phone Interpretation services.
ICMI presented the award during the Contact Center Expo & Conference, the premier global gathering for the contact center industry and the essential forum for educational growth, networking, and sharing of proven best practices.Best Multilingual Support Center was added in 2015 after ICMI released groundbreaking research on how contact centers support non-English calls in 2014.
Other winners of the Global Contact Center Awards included:
- Best Large Contact Center: UPMC Health Plan
- Best Small-to-Medium Contact Center: VF Imagewear Customer Support
- Best Outsourcing Partnership: UPMC Health Plan & Clark Resources
- Best Use of an Emerging Channel(s): Avaya Global Support Services
- Best Strategic Value to the Organization: Progressive Insurance
- Best Use of Technology: AICPA – Member Service
- Best Multilingual Support Center: Aetna Inc.
- Best QA/Customer Experience Program: Peach Pass, SRTA Customer Service Center
Individual Award Category winners were:
- Best Contact Center Agent: Carmen L. Diaz, New York Life Insurance
- Best Contact Center Supervisor: Cecelia Mastin, Intuit Inc.
- Best Contact Center Manager: Jon Koelling, Intuit Inc.
- Best Customer Service Business Leader: Steven Fedorchuk, ATB Financial
ICMI gave each winner a trophy, a webinar interview, and a profile in the Contact Center InsiderNewsletter and on ICMI.com.
ICMI is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. For more information, visit www.icmi.com. ICMI is a part of UBM (www.ubm.com), a global live media and B2B communications, marketing service and data provider
Voiance, a division of CyraCom, supports over 1,000 clients, including many of the largest banking, insurance, and government organizations in the United States. Whether by phone, video, mobile app, or written text, Voiance’s language interpretation services improve the customer and employee satisfaction for thousands of organizations across the United States. Offering hundreds languages and operating 24/7, the Company’s interpreters are accessible within seconds after selecting a language.
Most other language service providers primarily use at-home or offshore interpreters. Calls to Voiance are serviced in the continental United States, where the Company operates biggest network of large-scale interpreter contact centers. These centers are PCI-compliant centers and audited under the ISO 9001:2008 standard. More full-time interpreters work in the Company’s US contact centers than in the United Nations.
The Company’s internal audit group aligns our standards with our clients’ in the areas of data security, business continuity, and disaster recovery. Voiance regularly hosts organizations with confidentiality and privacy requirements to audit the Company’s interpreter contact centers to ensure compliance with applicable laws and regulations. Combined with the ISO 9001:2008 certification and PCI compliance, Voiance can help customers lower their risk profiles in language service delivery.