Call Centres
Call centres strive to provide an excellent customer satisfaction and experience. However with an ever tightening budget call centres are constantly finding ways to drive down costs yet keeping a good level of service. One way used by some multilingual call centres is using multilingual operators.

Multilingual operators act as receptionists and on greeting the callers with a standard greeting message prompt them to state the nature of their problem. Judging from the language of the speaker the operator routes the call to the appropriate agent who will serve the call in the caller’s language.

Multilingual Call centres handling calls in this manner help provide callers with excellent customer experience because of the personal touch involved. However keeping and maintaining multilingual operators is expensive due to their expertise and being a scarce resource. Moreover the volume and timings of calls that can be handled by a human operator becomes limited compared to an automated IVR system.

Alivox provides the best of both worlds. Through ALiS it provides a solution that will be cost effective yet give great customer experience. ALiS does this by accepting the first few words uttered by the caller and determining their language, allowing the call to be routed to an agent who can speak that language. This allows it to mimic a human operator’s role of greeting the callers and prompting them to speak and consequently route the calls to the right agent.
 
As can be seen, ALiS will be able to handle a larger volume of calls 24 hours a day as compared to a human operator yet keeping the customer experience same. Moreover, it will allow the call centre to hire monolingual resources (as agents) only, which are cheaper and easier to find hence driving down the costs of the call centres.
 

How it works
Click here to see how ALiS can help multilingual call centres to improve customer experience.