Multilingual customer care
Supporting your customers, wherever they are, whatever their language, is a key driver in our business model. Our aim is always to meet and exceed your standards for customer service.
As an organisation, we have two principal customer-service goals:
- To reduce the number of customer queries - for example by rapid order entry and on-schedule product delivery
- Where there are customer queries, to sort them out at the first point of contact
Our multi-lingual/multi-channel customer contact centre is key to achieving these goals. The centre is fully integrated into our work processes, and we continue to invest in the latest technology to ensure that we provide a consistent, seamless and fully integrated customer service.
In addition to our Automated Call Distribution infrastructure, scripting systems and full call recording options, TW4 offers a complete set of online documentation and work instructions through our intranet. This ensures that the people in our contact centre have access to up-to-the-minute client information, policies and procedures. As a result, whether the customer contact is by phone, fax, mail, email or text message, we maintain your brand values at all times.
The centre is staffed by native language speakers, people who understand the subtleties and cultural complexities of different languages. We regard this as being fundamental to dealing with customers in the way they prefer, to maintain satisfaction at all times.
