How to Increase Productivity and ROI with a Multilingual, Global Workforce

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Matthew Mink

Sr. Director, CX Consulting
December 13, 2018

Expanding operations globally is an arduous task, especially when trying to manage a decentralized customer support team. Global workforce management without a workforce automation system makes matters even worse and negatively impacts labor costs and productivity.

But, how does this impact overall operations, and most importantly, how can these impacts be avoided before you can budget for a workforce management tool?

 

Operations and Workforce Management

Contrary to what is seen on the surface, many global support organizations have cracks in their foundations. More often than not, these fractures have a negative impact on agent productivity and overall operational visibility since there is often no technology in place to help provide deeper insights. By implementing a workforce management tool, organizations are empowered with more transparency into productivity levels while simultaneously driving improved accountability.

Without a workforce management tool, global operations are at risk for increases in labor costs, productivity decreases, and poor customer experiences. As a result, this risks overall brand reputation and inflates operational costs. This develops when customer service is not accomplished in a timely manner and demonstrates an organizations inability to adapt to real-time changes. Take this real-life example of a leading digital assets company that had a dispersed customer support team comprised of bilingual and trilingual agents in multiple countries.

They offered voice, email, and chat support in 30 different languages, and were plagued with scheduling challenges, decreasing agent productivity, and an increasing number of missed and abandoned calls.

Although, on the surface, it appeared that the organization had an adequate number of agents to handle call volume in each location, missed calls continued to escalate, with abandoned call rates climbing up to 15%. Yet, without an enterprise workforce management tool in place, company management had no way of determining the actual cause of the service decline. Did they need more people or more nuanced scheduling? Were these highly skilled agents using all of their time productively, or were there process or behavioral improvements that could make an impact?

 

Download our case study to learn how our CX consulting services created an annual savings of over $340,000 for this digital asset giant by implementing a strategy that worked to:

  • Optimize the scheduling of a decentralized multilingual, global workforce
  • Reduce the incidence of missed and abandoned calls
  • Improve overall productivity and employee morale
  • Create a roadmap for continuous improvement