Voiance announces study into handling of non-English
calls across US customer contact centers
Tucson, AZ – March 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 visit
www.voiance.com or call 1-866-742-9080.