Global Contact Center Solutions
Over-the-Phone
Interpretation
Business Process
Outsourcing
Recruiting
& Staffing
Our comprehensive contact center support includes over-the-phone interpretation (OPI), business process outsourcing (BPO), and recruiting/staffing. These solutions are an invaluable component of the modern business landscape across all industries, offering an essential bridge between organizations and their diverse, multilingual customer bases. With skilled interpreters available around the clock, companies can ensure effective communication with customers who speak different languages, regardless of the industry. These services significantly enhance customer experiences by enabling clear and accurate conversations, contributing to improved customer satisfaction and loyalty. In a globalized world, multilingual contact support is an indispensable tool for businesses aiming to foster growth and enhance their reputation for being customer-centric and culturally sensitive.
Experience: With a proven track record spanning over 15 years, our teams have provided expert support to diverse industries, including life sciences, healthcare, and financial services, and more on national and global scales. This extensive experience equips us with valuable insights into harnessing the customer experience as a strategic tool for growth.
Offshore and Nearshore: Our strategic footprint extends beyond the US, with operational centers in the Dominican Republic and Costa Rica. This broad geographical presence empowers us to offer a competitive and blended pricing model that significantly lowers operational costs while steadfastly preserving the excellence of the customer journey.
Diverse: As a woman-owned, WBENC-certified company, diversity is a core value for us. When you partner with us for your BPO program, your spend is counted as Tier 1 diverse if operated under the managed service model. Our program teams are also equipped to support your efforts in tracking Tier 2 and even Tier 3 spend through the program.
Scalable: Our ability to adapt to your business’s changing needs is made possible through our strategic partnership with TransPerfect Connect. This alliance grants us the agility to scale your operations up or down to meet the demands of peak periods. With an efficient lead time of 8-12 weeks, we ensure your operations remain highly agile, allowing you to stay responsive to market dynamics and customer requirements.
Multilingual Expertise: Our extensive team comprises hundreds of native multilingual-speaking agents. This comprehensive approach ensures that we are not only well-prepared but exceptionally equipped to serve your entire customer base in their preferred language. By breaking language barriers, we empower your business to access and thrive in minority or global markets, presenting abundant growth opportunities on the horizon.
Technology and AI: Our technology enables seamless integration of multiple communication channels, such as phone, email, and chat. Additionally, it provides AI support to understand and process non-English voicemails and other inbound communications, while also offering chatbot support in non-English languages.
Case Study: 4.5-Star Dual Health Plan
CHALLENGE
- Need for higher-quality and culturally appropriate interpretation for members
- Need for scale and variable cost flexibility
- Desire for insourced member care
DELIVERABLES FROM G3
- Recruitment of 40 bilingual agents as a dedicated team for 24/7 access phone concierge service
- Flexible staffing model to meet uptick in demand
- Language proficiency assessment and training for agents to comply with healthcare standards
BUSINESS IMPACT
- Shift from fixed to variable cost model
- Seamless team creation and unified corporate culture
- Overall increased level of care and member experience
