Trends in Outsourced Customer Support for 2022 and Beyond
Introduction Encountering a less-than-ideal experience, such as receiving a cold coffee when a warm cappuccino is expected, can be disappointing. Similarly, unmet expectations can lead to customer dissatisfaction. Given that business success is often closely tied to customer satisfaction, it is important to explore the key trends in customer service outsourcing. The Rise of Omnichannel Presence     Establishing a strong connection with customers requires a presence in the right place at the right time. Customers often have distinct preferences regarding how and where they choose to engage with a business. Whether it’s via phone, text message, or social media, it’s important to be available. Customer service outsourcing providers that embrace an omnichannel approach, ensuring a seamless customer journey across various platforms, are well-positioned for success. Companies with omnichannel customer engagement strategies retain 89% of them customers, compared to 33% for those without Omnichannel strategies drive a 6x higher sales rate compared to single-channel approaches Strengthening Cybersecurity in Outsourced Support  As cyber threats become more prevalent, ensuring robust security measures is paramount. Handling sensitive customer data requires vigilance, and businesses are increasingly engaging Managed Service Providers to bolster data protection. These providers offer specialized expertise and tools designed to safeguard customer information In 2020, there were over 1,000 data breaches reported in the BPO industry, resulting in the loss of over 10 billion records. The average cost of a data breach in the BPO industry is $3.8 million Adaptation of Modern Technology  Customer service is continuously evolving, and integrating modern technology is now essential. A variety of tools, including performance tracking, live engagement, data analytics, and automation solutions, can enhance the effectiveness and efficiency of customer service operations 20% of executives reported having a digital workforce strategy for their AI and automation bots Cloud Computing for Scalability and Efficiency  Cloud computing offers numerous benefits, including scalable data storage, efficient data management, and enhanced data security. By leveraging cloud-based solutions, employees can connect with customers from virtually any location, removing geographical limitations and fostering a more agile work environment RPA Solutions  Robotic Process Automation (RPA) involves automating repetitive, rule-based tasks. By deploying software robots to handle routine processes, human agents can focus on more complex and nuanced customer interactions, thereby improving both efficiency and overall satisfaction. What is it enabling? Saves money Reduces mistake Better decision making Gives competitive edge Remote Work Integration The increasing prevalence of remote work has significantly influenced customer service outsourcing. By embracing remote teams, businesses can access a wider talent pool and maintain operational continuity, regardless of location. Effective communication channels and stringent security protocols are vital for successful remote team integration. What is it enabling? Access to global talent pool Improved employee retention High Demand for Real-Time Analysis To gain timely insights into customer sentiment, businesses are increasingly relying on real-time analytics. By capturing and analyzing customer interactions as they occur, organizations can obtain valuable data on response times, call durations, and the drivers of customer churn. This enables them to refine their customer service strategies and address emerging issues proactively. 57% of organizations are developing new outsourcing relationships with focus on AI Integrated Solutions Through Increased Collaboration  Transparency and collaboration are critical for a successful workflow. The implementation of Service Level Agreements (SLAs) helps to ensure clear expectations and facilitate effective partnerships. By fostering open communication and establishing well-defined performance metrics, businesses can maximize the value derived from their outsourced customer service relationships. in summary, navigating the future of outsourced customer support requires a multifaceted approach. From establishing a strong omnichannel presence to prioritizing cybersecurity and embracing data-driven decision-making, businesses must proactively adapt to these key trends to ensure they are delivering exceptional customer experiences and achieving their strategic objectives
Subscription Retention
About The Company The client is a company operating with a subscription-based business model and they partner with Vertex for retention campaigns. The subscriber base is significant, comprising approximately 12 million subscribers, with around 20,000 interactions handled via the Vertex site. Problem Statement Initially, the retention rate stood at 34%. However, a change in U.S. government policy prohibited companies from applying cancellation charges for any subscription- based model. This regulatory change resulted in the retention rate dropping to a concerning 9%. Our Approach The client faced several operational challenges during the festive sales season, including: Shifted focus from policies to value, emphasizing savings and 2-3 months free subscriptions. Enhanced Benefit Communication emphasized unique product features and personalized offers based on customer usage. Revised Engagement Tactics Provided tailored scripts and used data analytics to proactively engage high-risk customers with customized retention plans. Consistent Feedback Loop Conducted weekly performance reviews and gathered customer feedback to refine strategies. Time for Re-evaluation Initiated once the customer verbally commits to continuing the contract after accepting the offer. Subscriber Details Approx. 12M total subscriber base; ~20K volume handled by our site. Inbound vs Outbound 90:10 ratio; Retention rate for outbound ~20%. ARR (Annual Recurring Revenue): Approx. $6.7M monthly. Challenges Identified Customers now had no financial disincentive to cancel subscriptions, making retention significantly harder. The existing retention strategies relied heavily on counteracting cancellation fees, which were no longer applicable. It was critical to rebuild customer trust and emphasize the value of the subscription in a highly competitive market. Subscription Types Monthly Paid monthly, no contract obligation ABM Annual Billed Monthly. PUF Paid Upfront. Retention Rate= (Total number of Retained customers/Total number of cancellations done)*100 Result Retention rate increased from 9% to 37% in eight weeks, setting a record for the client. Boosted customer satisfaction by focusing on value over penalties. Created a scalable retention strategy framework compliant with new regulations.
STREAMLINED VIRTUALHIRING FOR PEAK SEASON SUCCESS
About the client The client is a leading online food ordering and delivery platform in India, renowned for its ability to provide quick andconvenient food services to customers nationwide. With a strong focus on making food accessible whenever and wherevercustomers desire, the client has become a household name in the food delivery industry, ensuring convenience andquality at home. Challenges Faced The client faced several operational challenges during the festive sales season, including: Volume Surge: The client anticipated a 40% increase in order volumes during the holiday season, which meant a significant rise in demand for customer service support and operations Resource Constraints The existing Business as Usual (BAU) workforce was insufficient to meet this demand, creating an urgent need to hire additional temporary resources. The hiring process needed to be completed in just 15 days Urgent Resource Requirement Over 300 people were required to be recruited, onboarded, and trained within a week Work-from-Home (WFH) Model Given the circumstances of the holiday season, all work needed to be executed remotely, with no in-person training or physical presence Solutions Implemented To address these challenges, a strategic, multi-faceted approach was implemented: Digital recruitment campaign to hire 300+ remote workers Auto IVR-based screening process for efficient candidate selection Skill-based bifurcation into chat and voice roles Digital KYE and contract signing for seamless onboarding Secure, scalable cloud-based WFH solution with telephony integration Close communication with client teams for smooth execution Results Achieved To address these challenges, a strategic, multi-faceted approach was implemented: Recruited 300+ remote workers in one week Handled 15,000 orders daily Achieved 80% cost savings on hiring Seamless Resource Ramp-Down
Scalable Workforce Management for Global Retailer
Client Overview The client is a leading Indian lifestyle retailer specializing in beauty, wellness, and fashion products. With a significant presence across multiple platforms, including web and mobile, the client experiences a surge in sales volumes during the festive season. The company conducts 3-4 major sale campaigns annually, making operational efficiency during peak times critical. Challenges Faced The client faced several operational challenges during the festive sales season, including: Increased Call and Email Volume: During sale events, the call and email volume surged by 2-3 times compared to regular business-as-usual (BAU) operations, resulting in a major strain on existing resources Staffing and Resource Augmentation The biggest challenge was efficiently scaling up the workforce to handle the increased demand for customer service. This included hiring, training, and operational governance, all within a short timeframe. Infrastructure & Capacity Issues: There were significant hurdles in terms of onboarding temporary staff, providing the necessary training, and ensuring infrastructure was adequate to support the surge in volume Language Coverage Given the diversity of the customer base, the client needed multilingual support to ensure effective communication with customers across different regions Solutions Implemented To address these challenges, a strategic, multi-faceted approach was implemented: Leveraging Campus Connect for Resource Augmentation Temporary resources were onboarded in just 20 days through the Campus Connect program, which allowed for a rapid increase in manpower for the peak season. This program focused on hiring 460+ resources in preparation for the October 2022 sales. Training and Certification: Before being deployed, the hired resources underwent rigorous training, focusing on customer-centricity, CRM best practices, and the specific needs of the retailer’s sales and post-sales processes. All resources were certified, ensuring that they were fully equipped to handle customer inquiries effectively. Cross-Training for Better Resource Utilization Resources were cross-trained on multiple communication channels, including voice, chat, and email, to improve operational flexibility and enhance resource utilization. Technology Integration To streamline operations and manage the surge in sales volume, a Self-IVRS (Interactive Voice Response System) was implemented. This system helped manage large volumes of incoming calls and directed customers to the appropriate resources efficiently. Call Me Back Campaign To ensure 100% customer connectivity, the IVR system also included a “Call Me Back” feature, which allowed customers to schedule a callback rather than waiting in long queues. This reduced call drop rates and improved customer satisfaction. Results Achieved To address these challenges, a strategic, multi-faceted approach was implemented: Rapid Resource Deployment Within just two weeks, over 3,000 profiles were evaluated across three locations to ensure the right fit for the seasonal ramp-up. This enabled timely onboarding of 460+ resources, ensuring that the festive sales period was fully supported. Cost Savings By outsourcing the resource augmentation, the client achieved a 60% cost savings compared to handling the staffing in-house, which included the expenses of hiring, training, and maintaining an in-house team during peak times. Maintaining Customer Satisfaction Despite the massive increase in volume, voice C-SAT (Customer Satisfaction) scores remained consistent with the BAU process, ensuring that the quality of service did not degrade during peak periods. Seamless Resource Ramp-Down After the sale season, the temporary resources were smoothly transitioned out of the campaign, with many being redeployed into other Lines of Business (LOBs) and BAU roles, ensuring no operational disruptions. Conclusion The strategic deployment of technology, efficient resource management, and targeted training enabled the client to scale their operations effectively during high-demand periods. By leveraging both temporary workforce solutions and advanced technology, the client was able to handle the seasonal ramp-up while maintaining operational efficiency and customer satisfaction. This approach not only optimized costs but also enhanced the client’s ability to meet customer expectations, ensuring a successful and profitable festive season.
How Machine Learning is Making BPO Smarter
Introduction In today’s dynamic business landscape, companies are constantly seeking innovative ways to boost efficiency, cut costs, and elevate customer experiences. Artificial Intelligence (AI), particularly Machine Learning (ML), has emerged as a powerful tool for achieving these goals, especially within the Business Process Outsourcing (BPO) industry. As AI and ML technologies advance, their potential to transform BPO is becoming increasingly evident. This article explores how machine learning is revolutionizing the BPO landscape and benefiting both BPO providers and their clients. USD 106 billion is projected to be the value of the machine learning market in the USA by 2030 80% of routine BPO tasks could be handled by AI-powered systems by 2025. Role of Machine Learning in BPO Machine learning, a subset of AI, involves teaching computers to learn and make predictions from data without explicit programming or human intervention. In the BPO sector, ML is being widely adopted to improve processes ranging from customer relationship management (CRM) to data analysis. Many BPO companies are integrating ML into their digital transformation initiatives to automate tasks, enhance decision-making, and provide superior services. ML is not a replacement for BPO but rather a strategy to transform and reshape how the industry functions. Personalizing User Experience: ML-powered CRM systems analyse customer data and interactions to create personalized experiences, enabling businesses to understand and meet customer demands more effectively. A personalized customer experience is only possible with a robust ML-powered CRM. This approach lets brands learn more about their target market and how to meet customer demands. Reducing Call Volumes: AI and machine learning can prevent customers from waiting too long for a customer service representative by reducing wait times. ML and deep learning algorithms use speech recognition to determine customer problems, the root cause of the issue, and the buyer’s location. Intelligent Call Routing: Legacy call routing systems match customers with operators based on agent skills and the type of assistance needed. AI-powered systems use predictive behavioural routing, focusing on psychological aspects to pair callers with specific personality patterns with operators who can handle them effectively. Example of Successful Implementation: Health insurance giant Humana partnered with a third-party solution to implement an AI tool based on natural language understanding (NLU) software. The AI system applies two acoustic and seven language models to detect more than 90% of spoken sentences. The number of customers utilizing the virtual assistant has doubled since the deployment, and the implementation expense has dropped by two-thirds. Impact of AI in BPO Efficiency AI is significantly improving BPO efficiency through several key areas: Automated Data Processing: Fast and precise machine learning algorithms replace manual data entry, eliminating errors and speeding up data analysis. This enhances decision-making speed, offering real-time and error-free insights, which drives the BPO sector toward a future of efficiency and precision. Enhanced Customer Service: Chatbots and virtual assistants powered by AI respond to common inquiries and resolve issues, improving customer satisfaction and allowing employees to focus on additional challenging responsibilities. Predictive Analytics for Operations: Machine learning algorithms analyze previous data to predict trends and challenges, minimizing downtime and boosting overall productivity in operations. Quality Monitoring and Compliance: Advanced speech and text data analysis techniques analyze customer interaction to identify areas that need improvement and compliance procedures, which helps BPO experts with training and development campaigns. Cost Efficiency and Resource Allocation: AI systems reduce the need for plenty of human labour, saving the company money, and analyze resource usage patterns, which maximizes the BPO provider’s profits on investments. Robotic Process Automation (RPA): RPA uses software bots to perform constant, rule-based operations to ensure human employees may concentrate on more tactical and complex tasks. Adaptive Learning and Continuous Improvement: AI assesses operational data, metrics, and customer feedback for continuous improvements, driving quick adjustments to changing demand, dealing with improvement, and remaining open to client’s demands.  Can AI-Powered BPO Improve Customer Retention Rates? AI-powered BPO can undoubtedly improve customer retention rates. By personalizing interactions, providing faster issue resolutions, and offering proactive support, AI helps BPO providers create more meaningful and lasting customer relationships.  Steps to Incorporate ML in Your Business Incorporating ML into your BPO operations requires a strategic approach: Identify Key Areas for Improvement: Determine which processes can benefit most from ML automation and optimization. Gather and Prepare Data: Ensure you have access to relevant and high-quality data for training ML models. Choose the Right ML Tools and Technologies: Select appropriate ML platforms, algorithms, and tools based on your specific needs and goals. Train and Deploy ML Models: Train your ML models using historical data and deploy them into your BPO systems. Monitor and Evaluate Performance: Continuously monitor the performance of your ML models and make adjustments as needed to ensure optimal results.  Data Quality and Availability Ensuring access to clean, accurate, and sufficient data for training ML models. Integration Complexity Integrating ML models into existing BPO systems and workflows. Lack of Expertise Finding and retaining skilled professionals with expertise in machine learning and BPO operations How AI is Shaping the BPO Industry The future of Business Process Outsourcing (BPO) is being significantly shaped by Artificial Intelligence (AI) and Machine Learning (ML). These technologies are automating repetitive tasks such as data entry, processing, and customer support, leading to faster and more accurate operations with reduced costs. AI-driven predictive analytics enable businesses to make smarter decisions by analysing customer behaviour and optimizing resource allocation. Additionally, AI is enhancing the customer experience by providing personalized, omnichannel support and improving interactions through Natural Language Processing (NLP). On the cost front, AI and ML are driving down expenses by reducing the need for manual labour and continuously optimizing workflows. Moreover, they are boosting data security by detecting fraud and preventing breaches through advanced pattern analysis. As AI and ML continue to evolve, BPOs are becoming more efficient, cost-effective, and capable of delivering superior customer service, marking a new era for the industry.  Future of BPO with AI and ML The BPO industry is expected to become more data-driven,
Enhancing eCommerce Catalog Management
About the client Our eCommerce client specializes in selling a diverse range of products, including consumer electronics, fashion, home essentials, groceries, and lifestyle products. Their online presence spans multiple platforms, including their website and various eCommerce marketplaces. Challenges Faced Inconsistent Product Attributes Disparate sources of product information led to discrepancies in product descriptions, images, prices, and promotions Custom Product Attributes Variations in taxonomy terms, colors, and textual options resulted in incorrect product representations Data Management Manual updates were time-consuming and prone to errors, affecting customer experience and sales Solutions Offered GATHERED AND ANALYZED DATA Collected all relevant product information STANDARDIZED DATA Classified, cleaned, and standardized product data to ensure accuracy and consistency CATALOGUING.AI Created catalogs with standardized attributes, including product codes, manufacturers, colors, and dimensions. Results Achieved Did attribute wise categorization of 6000+ products and maintained data consistency Data Consistency Achieved accuracy above clients’ benchmark of 95% and saved their time spent in managing the dataset. Enhanced Customer Experience by providing quality product content.
Enhancing Agent Efficiency and Customer Satisfaction with a Decision Management System
Client Overview An Indian lifestyle retailer specializing in beauty, wellness, and fashion products. This client operates on multiple platforms and touchpoints, spanning both B2B and B2C marketplaces, with offerings available across web and mobile platforms, as well as physical stores. Challenges faced: The client faced several key challenges that impacted agent performance and the overall customer experience: Cumbersome Sequential Processes: Originally, the client used a guided flow system through Google Forms, which followed a sequential traversal path. Agents were unable to directly navigate to the required scenario, leading to inefficiency. Switching Between Multiple Platforms: Agents had to toggle between various tabs—CRM, dialers, guided flows—which was time-consuming and negatively affected the Average Handling Time (AHT). Impact on Agent Performance: These inefficiencies contributed to lower agent performance, resulting in a decrease in the quality of transactions and ultimately a lower Customer Satisfaction (C-SAT) score. Solution: To address these challenges, we developed and implemented a structured, customizable decision management system with the following key features: Customized Decision Management System: The system was designed to streamline the process and enable agents to reach the exact scenario they needed without traversing lengthy flows, resulting in a significant reduction in AHT. Guided Decision Trees: We introduced decision trees to guide agents through complex processes quickly, improving decision-making efficiency. Smart Call Scripts: Along with the decision trees, smart call scripts were created to enhance agent communication during interactions. Platform Integration: The new system seamlessly integrated with various platforms, allowing agents to access all necessary data without switching between tabs. Quality Management System (QMS): The system also featured transaction auditing through a quality management system, ensuring that interactions were consistent and high-quality. Sampling Algorithms: We implemented sampling algorithms tailored to the client’s business needs, which helped in auditing transactions and ensuring quality. Results: The solution led to measurable improvements in several key areas: 0 % Reduction in AHT The customizable decision management system and smart scripts streamlined workflows, significantly cutting down the Average Handling Time. 0 % Quality Score With better guidance and auditing, the quality of interactions improved dramatically, achieving a near-perfect quality score. 0 % Increase in C-SAT Improved agent efficiency and transaction quality led to a noticeable rise in customer satisfaction scores. Reduced Cognitive Load for Agents Agents no longer had to memorize complex SOPs or worry about dip checks, resulting in smoother operations and higher agent satisfaction. Blog
Boosting Lead Generation for a B2B SaaS Company Through Targeted Digital Marketing
About the Client The client is a B2B SaaS company offering a high-quality project management solution for SMBs. Despite a strong product, they struggled with generating consistent leads and converting them into paying customers.  Challenges and Impact: Key Solutions & Outcomes Achieved To address these challenges, the client partnered with a digital marketing agency to implement a comprehensive lead generation strategy. The approach focused on several key areas: SEO Optimization: Enhanced on-page SEO to improve search engine rankings and increase organic traffic. Content Marketing & Lead Magnets: Created valuable resources like eBooks and webinars to capture lead information. Paid Advertising: Ran targeted campaigns on Google and LinkedIn to attract high-intent prospects. Email Marketing Automation: Implemented automated email sequences to nurture leads and drive conversions from free trials to paid customers  Results: o  40% Increase in Organic Traffic: Achieved within 3 months from SEO improvements. o  30% Growth in Email List Size: Through content marketing and lead magnets. o  25% Rise in Website Traffic and 15% Increase in Free Trial Sign-ups: From targeted paid ad. o  20% Higher Conversion Rate: From free trials to paid customers due to email marketing automation.  Conclusion By partnering with a digital marketing agency and implementing a comprehensive lead generation strategy, the B2B SaaS company successfully addressed its challenges and achieved significant improvements in lead generation and customer conversion. The focus on SEO optimization, content marketing, paid advertising, and email marketing automation proved to be an effective approach for attracting qualified leads and driving business growth1. This case study demonstrates the importance of a data-driven and targeted approach to lead generation for SaaS company. Blog
Tech Vision 2025: What’s Next for the BPO Industry?
Remember the ’90s? Back then, BPO was all about landlines, fax machines, and face-to-face meetings. Things have changed, to say the least! The businesses that didn’t adapt to new tech back then? They got left behind. Fast forward to today, and the BPO landscape looks totally different. We’re dealing with new challenges and have access to awesome solutions like AI-driven analytics, omnichannel platforms, and remote workforces. The tools have evolved, but one thing hasn’t: you need to adapt to stay competitive. As we head into 2025, several trends are set to reshape BPO. Staying in the know can help your business future-proof operations and keep you ahead of the game. Let’s dive into the key BPO trends for the coming year.  AI in BPO: Taking Workflow Efficiency to the Next Level AI and Machine Learning are still causing ripples, making contact centers more efficient and responsive. Think agent assist technologies, conversational AI, sentiment analysis, and self-service chatbots – these aren’t just buzzwords anymore; they’re game-changers. AI is also making waves in streamlining tasks like meeting transcripts and content creation. Looking forward to 2025, AI’s role in BPO will only get bigger. We’re talking advanced machine learning and predictive tools that not only automate workflows but also deliver hyper-personalized experiences. AI-driven analytics will allow BPOs to proactively respond to customer needs, predicting issues and providing tailored solutions. Generative AI will continue to support content creation for self-service, and AI will assist agents in resolving complex issues quickly and with higher accuracy. “Organizations using AI and automation tools report an average cost savings of $2.22 million compared to those relying on traditional security measures” Key Benefits: Hyper-Personalization Proactive Solutions Efficiency boost Sustainability in BPO: Going Green for Impact and Advantage BPO Data Privacy and Security: Safeguarding What Matters As tech and data usage grow, data privacy and security are must-haves for BPO service providers. Outsourcing processes means handling a lot of sensitive info, which increases the risk of data breaches and cyberattacks To address these concerns, BPO enterprises are implementing stronger cybersecurity measures, like multi-factor authentication, regular data encryption, anonymization practices, and frequent security audits. They’re also doing workshops on cybersecurity best practices to keep everyone in the loop and minimize risks. AI and automation are even helping the BPO sector respond to threats more effectively. Looking ahead to 2025, cybersecurity for BPO will go from a priority to an absolute necessity. Businesses will expect even stronger protection for their data, and BPO providers will increasingly adopt sophisticated security measures to stay ahead of cyber risks and maintain customer trust. “Organizations using AI and automation tools reported an average cost savings of $2.22 Million as compared to those relying on traditional security measures alone  In 2024, the average cost of a data breach surged to almost $5 million” Key Benefits: Enhanced Reputation Attractiveness to Clients Positive Impact Hyper-Personalization in BPO: Elevating Customer Connections Today’s customers want a tailored experience at every stage of their journey. BPO enterprises are meeting this demand by providing hyper-personalized services and customer interactions, using advanced AI and machine learning. By tapping into past history and behavioral insights powered by ML algorithms, BPOs are creating more meaningful and memorable engagements, leading to better CSAT scores and loyalty. Customer Success Platforms (CSPs) are at the heart of this shift. They provide AI-powered analytics on customer journeys, pain points, preferences, and needs. CSPs can collect and analyze data to create hyper-personalized email campaigns, offer relevant product recommendations, proactively identify and resolve issues, and even identify customer sentiment in real-time. “Nearly 70% of customer interactions are predicted to be hyper-personalized by 2025” Personalized Experiences Data-Driven Insights Widespread Adoption Remote Work and Distributed Teams: Building a Flexible BPO Workforce The shift toward remote work was accelerated by COVID-19, and now it’s fueled by changing workforce preferences. Many employees prefer a hybrid work environment that blends remote and in-office work. BPO enterprises are responding by adopting hybrid work models and integrating communication tools and remote work culture into their organizations. With a remote or hybrid setup, BPOs can bridge geographical distances and provide services across the globe while saving on travel expenses. There are also benefits like reduced infrastructure costs, access to a global workforce, and more resources for learning and development. As we head into 2025, effective management of remote and distributed teams will be key to success in the BPO industry. This includes strengthening cybersecurity measures and integrating robust communication tools for seamless virtual collaboration. “Estimates suggest that 60 to 90 million Indians, approximately 15% of the workforce, will be working remotely in 2025. This is an increase from 12% currently” Global Talent Pool Cost Savings Flexibility and Agility Conclusion As we navigate 2025, these tech trends will greatly impact the BPO industry. Embracing AI, prioritizing data security and sustainability, adopting flexible work models, and focusing on personalization are essential for BPOs to thrive. By staying informed and adapting to these changes, your business can future-proof its operations and achieve long-term success.
Strengthening Customer Experience with Regional Language Support
Case Study The client is a well-established insurance provider offering a wide range of insurance products, including personal, commercial, and social/rural insurance. Recognizing the need for regional language support to improve customer satisfaction and address multilingual challenges, the client sought to enhance its customer service through the strategic use of language resources. Download Now Are you ready to scale your business? Get In Touch
