Solution
In our ongoing commitment to excellence, we have successfully addressed several challenges in client support, particularly in providing around-the-clock service, managing high volumes with a 4-hour turnaround time, and ensuring the availability of a robust pool of standby linguists.
To achieve 24/7 client support, we organized our team into shifts, leveraging advanced communication tools for prompt response to inquiries, significantly enhancing client experience and satisfaction. To maintain our rapid response time amidst increased service requests, we optimized workflow processes and incorporated automation while also providing targeted training to our staff, resulting in improved efficiency even during peak periods.
Furthermore, we implemented a comprehensive recruitment and onboarding strategy to build a large pool of qualified standby linguists, complemented by regular engagement and training sessions to keep them updated on best practices. This proactive approach not only facilitated uninterrupted service but also positioned us as a reliable partner for our clients, and we will continue to refine our processes to meet the evolving demands of the industry.