Voiance announces study into handling of non-English calls across US customer contact

Mar 25, 2010

Voiance Language Services, one of the leading Over-the-Phone Interpretation companies in the United States, announces the sponsorship of a study conducted by researchers at the Center for Customer-Driven Quality (founded at Purdue University). The study provides a better understanding of the multi-lingual challenge facing contact centers and best practices for handling non-English speaking callers.

In the study, over 200 contact center managers across the United States were surveyed on the handling of non-English calls; over 80% of respondents supported non-English calls at their contact center. Key findings included: strategies and tactics to manage costs while increasing efficiency; practices across industry segments; key performance metrics to measure non-English calls; in-house/outsource strategies; desired improvements to management information systems.

The study’s findings will be presented in a webinar presentation on April 6, 2010. Webinar registration is free and can be accessed at www.voiance.com.

About the Center for Customer Driven Quality

The Center for Customer Driven Quality (CCDQ) is internationally recognized as the premier research and education organization for behavior in customer access and access channel management issues. Our partnership between our educational/research institution and the corporate world is what enables us to provide leading edge research and education to the ever-critical customer contact/service industry. Our many business partners utilize our data and research capabilities to assist them in making critical decisions for their customer support functions. www.benchmarkportal.com

About Voiance

Voiance Language Services provides multilingual support in over 150 languages to companies operating customer contact centers. Voiance services facilitate communication between you and your customer, resulting in higher customer satisfaction and retention Voiance, through its parent company CyraCom International, Inc., has been in business since 1995 and is one of the largest providers of over-the phone interpretation services in the United States.

For more information regarding Voiance’s suite of telephone and video interpretation, document translations and interpreter assessment and training services, please visitwww.voiance.com or call 1-866-742-9080.