Imagine this scenario: Maria, a Spanish-speaking client, dials a customer service 800 number to resolve an urgent issue with her account. The agent, John, places Maria on hold to connect her with a professional interpreter.
John dials a toll-free number, enters a secure PIN code, navigates through a series of prompts, and finally speaks to an operator who then connects him to the interpreter. By the time the interpreter joins the call, Maria has already been on hold for quite some time. Both Maria and John are frustrated by the delay, which impacts the overall customer experience.
Now, picture an alternative.
John receives Maria's call and identifies her need for a Spanish interpreter. With a single click in his CRM, Maria is connected to an interpreter almost instantly. The entire process takes only a few seconds, ensuring a seamless and efficient experience for both Maria and John.
This is the power of LanguageLine express agent connectivity. It is the most integrated language access solution in the industry today.
A Game-Changer for Call Centers
This integration allows for a more efficient and seamless experience for both agents and customers, ensuring that language barriers are swiftly addressed while enhancing operational oversight and financial tracking.
Express-connect leverages the power of session initiation protocol (SIP) connectivity for both "Contact Center as a Service (CCaaS)" providers and cloud-based contact center platforms. With this capability, call center agents can access interpreters directly, bypassing the traditional IVR and data collection steps by using a simple point-and-click solution from their CRM.
With our express agent connectivity, users can streamline connections to LanguageLine by enabling agents to prioritize common languages and easily reach interpreters using integrated platforms like Nice InContact and Genesys. Additionally, users can associate their CRM data with interpreting sessions to improve reporting, cost allocation, and program management.
How It Works:
- Single Click Access: When a call is received, the agent simply clicks a pre-set button programmed in their CRM indicating the language needed.
- Direct Routing: The call is routed directly to the appropriate interpreter queue, eliminating the need for IVR navigation or operator interaction.
- Fast Connect Times: The customer is then connected to an interpreter within seconds, significantly reducing call-handle times and enhancing the overall customer experience.
The Benefits of Express Agent Connectivity
- Reduced Total Call Handle Time: By skipping the traditional IVR language selection process, call center agents save around 30 seconds per call. Some clients have reported reductions in total call handle times by one minute or more, improving productivity and allowing agents to handle more calls within the same timeframe.
- Enhanced Customer Satisfaction: Faster connections to interpreters mean customers spend less time on hold, leading to a smoother and more satisfactory experience. This prompt service can be crucial in retaining customer loyalty and trust.
- Increased Productivity: Call center agents can focus on resolving customer issues rather than navigating cumbersome processes. This streamlined workflow reduces stress and increases overall productivity in the call center.
- Cost Savings: Reducing the time spent on each call translates to significant cost savings for call centers. Lower call handle times mean reduced operational costs, which can be redirected to other areas of the business.
- Streamlined Data Collection: Connecting to LanguageLine via this solution also provides another important workflow efficiency: automated data collection. Through integration, data collection can be automated on every call rather than collected manually. This feature enables information to be automatically collected to provide a more efficient and accurate process, including UCIDs (unique call identifiers), encounter IDs, or other system information that can help allocate costs, capture key details for reports, or document that interpretation happened for a given customer or encounter.
Implementation and Compatibility
The ability to implement express agent connectivity depends on the call center’s platform. Any organization with a contact center that supports outbound SIP capabilities can integrate this solution. While the level of technical support required may vary, even older, premise-based PBX contact center platforms can potentially implement this enhancement.
LanguageLine has created certified integrations with leading contact center providers, including NICE InContact and Genesys. These partnerships ensure seamless integration, allowing these call center platforms to benefit from reduced call handle times and improved operational efficiency.
LanguageLine for Contact Centers
Express connectivity is one of several solutions we offer to contact centers. By integrating these services, call centers can improve operational efficiency, enhance customer satisfaction, and ensure that language barriers are effectively addressed.
- Offer Inbound Callers an In-Language Experience: With DirectResponse, users can address language barriers by connecting callers to agents with professional interpreters. This service enhances accessibility and outreach, ensuring every caller can communicate effectively and receive the support they need.
- Reduce Hang-ups and Missed Calls with Trusted Client ID Configuration: Users can reduce hang-ups and missed calls by displaying the organization’s name and number as the caller ID when LanguageLine interpreters perform dial-outs on behalf of call center agents. Additionally, users can route return calls to their chosen number with automatic in-language support, ensuring seamless communication.
- Provide Overflow Support for Staff Interpreters: Users can manage high inbound traffic by routing calls to LanguageLine Certified interpreters when in-house agents are overwhelmed. This ensures that all calls are answered promptly and efficiently, maintaining high levels of customer service.
Let’s Talk Solutions
LanguageLine’s express-connect solution is a game-changer for contact centers. By eliminating the traditional IVR process and enabling direct access to interpreters, this innovative approach enhances customer satisfaction, increases productivity, and reduces costs. As cloud-based contact center platforms continue to evolve, adopting such solutions will be essential in meeting the demands of a diverse and dynamic customer base.
We invite you to contact us to learn more about the opportunities that lie within your contact center.