Voiance Underwrites Groundbreaking Research on Multilanguage Support in Call Centers through the International Customer Management Institute (ICMI)

Mar 04, 2014

Voiance, a leading language services company, has underwritten major research on call centers’ use of various forms of multilanguage support and its impact on customer experience. Designed and conducted by ICMI, the research and forthcoming report stand as the most comprehensive study of the topic ever conducted.

Information from the report will appear in the February 2014 issue of Fortune magazine, and the nearly 50-page report from ICMI is now available.

Commenting on the report, Voiance’s Chairman and CEO Jeremy Woan said, “We are extremely pleased with the quality of the report and believe it will help customer service organizations make more informed decisions about the increasingly important role multilanguage support plays in their contact centers.” ICMI’s research reveals that 86% of brands have non-English speaking customers, though only 66% have any kind of support in place.

21% of the US population speaks a language other than English at home according the 2011 US Census, and nearly 1 million immigrants come the US each year with varying levels of limited English proficiency.

Mr. Woan went on to add, “We were especially glad to confirm that the majority of contact centers view Phone Interpretation as equal or better for customer satisfaction when compared to in-house agents.” ICMI’s research revealed that Phone Interpretation is one of the most popular non-English support options.

ICMI surveyed 443 contact center leaders on their usage and intentions of Multilanguage customer service, particularly as it applies to the customer experience. Respondents represented every major industry, every contact center size, and came from regions around the world, although the preponderance are US-based companies supporting US-based customers.

—–

ABOUT VOIANCE LANGUAGE SERVICES

Voiance Language Services, LLC is a leading Phone Interpretation provider to contact centers. Operating a network of secure interpreter contact centers with over 1,000 seats, Voiance offers 24/7 Phone Interpretation in over 200 languages, Translation and Localization in over 100 Languages, and Video Remote Interpretation. Voiance’s parent company CyraCom International, Inc. has been in business since 1995 and is the largest provider of Phone Interpretation with operations solely in the United States.

ABOUT ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees and enhance customer loyalty. ICMI’s experienced and dedicated team of industry insiders, analysts and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including training and certification, consulting, events and informational resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.