Unlocking the secrets of multilingual customer support at Frost & Sullivan Customer Contact 2014, Europe - TELUS International Europe

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  • Unlocking the secrets of multilingual customer support at Frost & Sullivan Customer Contact 2014, Europe

    June 3, 2014

    By Philippe Ougrinov

    Frost and SullivanIt’s that time again! TELUS International will be heading to another Frost & Sullivan Executive MindXchange event from June 9 to 11 – this time in Lisbon, Portugal. What’s even more exciting is that I will be presenting a Fireside Chat topic on Excelling at Multilingual Customer Care, alongside Joey McClain, the Head of Customer Care at paysafecard.com.

    When it comes to multilingual customer support, both Joey and I know a thing or two. For one, TELUS International Europe serves clients in over 30 different languages from our centers in Romania and Bulgaria. Second, while paysafecard.com is an Austrian-based financial services firm, it’s also part of Skrill, one of the leading digital payments companies operating in over 37 countries across Europe, Australia, South America and North America.

    At our session on June 10, we will discuss many aspects of how to successfully run a multilingual customer service operation, including:

    – How to select the right location from which to serve your clients in multiple languages

    – How to define success factors for multilingual support

    – How to find the right outsourcing partner based on alignment of corporate cultures

    – How to test candidates in different languages to find the right fit for your customers

    – How to meet the daily challenge of managing teams in multiple languages

    It’s sure to be an interactive discussion, and we’ll share our findings after the event. In the meantime, we’re also pleased to share our joint research paper with Frost & Sullivan on the importance of corporate culture in customer service success. And of course, let us know if you’re going to the event in Lisbon!  We’d love you to meet our team.

    Philippe Ougrinov is VP, Sales, Marketing & Solutions at TELUS International Europe


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