BPO
Multilingual customer service
Language coverage sized against where your contacts actually come from, not against a list of available languages.
In summary: support in Spanish and, through teams and partners in Spain, in Catalan, Basque and Galician, plus the main European languages from the global network. The right combination is decided on where your contacts actually come from.
The right question in multilingual support is not how many languages a provider can cover, but which ones you genuinely need and at what volume each. A language with twenty contacts a month does not justify a dedicated person, and the answer for that case is different.
So sizing starts from the real breakdown of your contacts by language over recent months, seasonal peaks included.
What is included
The specific combination is defined in the proposal.
- Support in Spain Spanish, with peninsular register training
- Support in Catalan, Basque and Galician through teams and partners in Spain
- English, French, German, Portuguese, Arabic and Dutch from the global network
- Combined models for low-volume languages
- Language-based routing inside your platform
- Reporting on volume and times broken down by language
What is not included
Worth knowing before assuming full coverage.
- Sworn or certified document translation
- Simultaneous interpreting at in-person events
- Co-official language support from the Latin America corridor
- Product localisation and marketing content translation, which is a different service
Where it is delivered from
Spanish is delivered from the Latin America corridor or from Spain. Co-official languages are delivered exclusively from Spain, with local teams and partners. European languages come from Poland and the global network, and English also from the Philippines where the Asian window is needed.
On Catalan, Basque and Galician one thing is worth being direct about: it is not a service solved by machine translation or an approximate speaker. In the public sector it appears as a requirement, and in the private sector it is a retention factor customers notice immediately.
Frequently asked questions
How are low-volume languages covered?
With combined models: people covering several languages, bounded windows of support in that language, or asynchronous email handling instead of voice. Dedicating one full-time person to twenty contacts a month makes sense for neither side.
Can you support Catalan, Basque or Galician?
Yes, through teams and partners in Spain. It is not delivered from Latin America, and that is worth stating clearly because it is a real difference in model and cost.
Does the collective agreement recognise a language supplement?
The contact centre agreement provides for a language supplement, which forms part of the cost of a seat where the service is delivered with Spanish employment. It is set out on our pricing page with its source.
How do I decide which languages I need?
From the breakdown of your contacts by language over recent months. Intuition about where customers come from usually differs considerably from what the data shows.
Need coverage in several languages?
Send us the contact breakdown by language and we will propose the right combination of hubs.