The primary challenges this organisation faced related to a duplication of costs associated with servicing their migrant customer base. Not only did this client have a number of bilingual customer care agents employed across their top 5 languages (which made up 60%) of the contact volume, they also had an inbound telephone interpreting service which also routed calls directly into their call centre. This made internal resource optimisation near impossible given the client had no control over its customer service strategy with the incumbent.
ezispeak worked with Yarra Valley Water to design a hybrid service model which would route all calls from migrant speakers into dedicated bilingual agent queues, allowing YVW to utilise their most cost-effective resource first. In the event of agent unavailability, the migrant customer would be automatically routed to a general customer care queue with an interpreter pre-connected. This ensured YVW met its first contact resolution requirement for every call, as well as removing unnecessary waste from the overarching service design.