Call Center Support
TransPerfect’s call center solutions are centered around our YOUR Agent program—the industry’s most advanced outsourced customer service solution. In addition to this program, TransPerfect provides a full suite of services and technology-backed solutions to support call centers around the world. Whether your customer base is multilingual or predominantly speaks a single language, TransPerfect’s call center solutions help deliver the most responsive and attentive service to your customers.
With TransPerfect’s YOUR Agent program, organizations can fill interim or ongoing needs with outsourced talent that functions at the same high level as your full-time, permanent employees. In both English-only and multilingual call center environments, YOUR Agent allows you to accomplish a wide variety of customer service tasks without hiring additional talent.
YOUR Agent can:
- Act as first-level phone support
- Assist with customer support, Q&A, order taking, promotional campaigns, and other activities
- Answer and / or initiate calls in any language of your choosing
- Work directly into your CRM or database applications
- Serve as failover resources in conjunction with your existing pool of agents
TransPerfect provides over-the-phone interpretation (OPI) services in over 170 languages, allowing you to overcome any language barrier in seconds. While many leading OPI companies use networks of overseas or at-home interpreters, the vast majority of calls that TransPerfect handles are routed to our US-based call centers in Tempe, Arizona. These facilities are fully secure and access-controlled, and no effort is spared to ensure the highest standards of professionalism and the most attractive and productive work environment.
When high call volumes dictate that you need to staff additional call center agents, TransPerfect’s specialty recruiting teams can provide hand-selected talent to meet your needs. Whether your needs are for full-time, part-time, seasonal, and/or contract engagements, and whether or not they include a language requirement, TransPerfect can help. With over 20 years’ experience and an extensive network of thousands of linguists and interpreters, TransPerfect has unparalleled access to a qualified pool of candidates to supplement your internal human resources and recruiting efforts and ensure that you are never understaffed or overwhelmed.
TransPerfect administers stringent language assessment tests to all multilingual call center agent candidates as part of our standard staffing service. In addition, this proprietary and stringent testing is available to our clients for candidates not sourced by TransPerfect as a consulting/process enhancement service. Whether you need a basic first-level bilingual customer service representative or a vice president of call center operations, TransPerfect’s stringent testing ensures that the candidates you bring onboard are linguistically qualified for the job.
When customer outreach strategies include making outbound marketing calls, conducting market research, administering satisfaction surveys, or other business-critical phone-based tasks, TransPerfect call center agents can help you reach non-English-speaking customers in their preferred language without hiring additional staff. TransPerfect offers expert training and can use customized scripts and response trees to ensure that our agents serve as a seamless extension of your customer outreach efforts. This is, after all, YOUR Agent
Call volumes naturally spike and recede, but investing in enough full-time staff to cover your high-volume periods can lead to wasted resources when call quantities are below max capacity. TransPerfect’s call overflow solutions allow organizations the flexibility to retain only enough full-time staff to cover usual expected call volumes. Overflow calls are automatically routed to TransPerfect’s team, which will have been specially trained on your requirements and scripts and can deliver the same high level of service that your customers expect.