Problem

K2C, a customer service company, was struggling to handle the influx of inbound calls from their French, German, and English-speaking customers. With only one person handling all of the calls, wait times were long and customers were becoming frustrated with the lack of support. The company knew they needed to find a solution to improve their customer service experience.

After conducting research and analyzing data, K2C realized that they needed to add more staff members who could speak multiple languages in order to better serve their diverse customer base. However, finding qualified candidates who could speak all three languages fluently proved to be a challenge.

Learn more about how we solved this problem here.

Solution

The team at K2C decided to take matters into their own hands by creating an internal training program for current employees who showed potential in learning new languages. They identified eight individuals who had expressed interest in expanding their language skills and enrolled them in an intensive language course.

Over the course of several months, these employees worked diligently to become fluent in French, German, and English. Once they completed the program, they were added to K2C's inbound call unit as dedicated representatives for each language. This allowed K2C to significantly reduce wait times for customers while also providing personalized support in their preferred language.

Impact

Reduced average wait time for customers by 60%
Increase in customer satisfaction ratings by 200%

"This program not only allowed us to better serve our customers, but it also provided career growth opportunities for our employees. We're thrilled with the impact it's had on both our business and team members."

Team

Team Member #1 - Customer Service Manager
- Identified the need for additional language support and spearheaded the creation of the training program
- Oversaw the implementation of the new inbound call unit
Team Member #2 - Language Training Coordinator
- Developed and led the intensive language course for employees
- Mentored and coached employees throughout their language learning journey

K2C Improves Call Center with Multilingual inbound agents