Voiance: Language Solutions for IT Customer Support

Jan 9, 2019

IT Hero

IT providers tend to field a lot of customer support calls; IT seems complicated to outsiders, and that leads to questions. And in 2019, it’s likely that many of those questions won’t be in English.

The last census found that nearly one in five US residents speaks a language other than English at home. That’s roughly 60 million potential customers who could probably understand your customer service reps better if they could use their own language.

Voiance can connect your staff with qualified, professional interpreters in seconds, making it easy for them to provide outstanding customer support for callers who prefer a language other than English.

Why choose Voiance as your phone interpretation provider?

Ease of Use

Voiance understands that time is money in the customer support world, and we’ve taken measures to make our phone interpretation:

1. Easy to Connect

Our streamlined connection process connects your agents to interpreters faster – in less than 15 seconds on average – helping to reduce overall call time and improve agent efficiency.

Voiance Call Flow

2. Easy to Review

Our secure customer portal allows our clients to review their use of our service in near-real-time, broken out by metrics like department or language. Clients can use this information to improve operational efficiency and confirm they pay only what they owe.

Interpreter Accuracy and Availability

Voiance’s parent company, CyraCom, employs thousands of US interpreters. This employee relationship is unusual in the language services industry, where independent contractors are the norm. Employing interpreters allows us to take several steps which would be unlawful for independent contractors, including:

Training employee interpreters in an in-person, classroom setting prior to taking your calls. Interpreters receive 120 hours of training – three times what’s typical for the industry – which we believe improves their accuracy and efficiency.

Scheduling employee interpreters in our large-scale US-based contact centers, adjusting staffing levels to meet fluctuating client demand. Our dedicated workforce management team monitors call volume and can modify interpreter schedules to bring in more staff as needed.

 

PCI Compliance

Voiance operations are certified PCI compliant to protect your data and that of your customers. Since our interpreters hear and repeat every word your non-English speaking callers say – names, addresses, dates of birth, credit card numbers and PINs – we take steps to safeguard that information, including:

- Background checks on all employee interpreters prior to hiring

- No recording of interpreter calls, and a requirement that all interpreter notes taken on white boards or a non-storing computer notepad

- US contact centers with keycard-secured access restrictions, real-time monitoring, and PCI and ISO 9001:2015 compliance

Ready to learn more about how Voiance can help your pharmaceutical operation? Contact business development expert Frank Lara today:

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Call me at
(520) 745-9447x4433

Email me at
flara@voiance.com

Why Switch to
Voiance?

Topics: Language Services, phone interpretation, multilingual support, security, Average Handle Time

Written by Graham Newnum

Digital Marketing Specialist experienced in researching and writing about language access-related topics for healthcare, business, and government.
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