In today’s diverse marketplace, brands serving multilingual customer bases often struggle with the complexity and expense of maintaining separate support programs for different languages. When operational costs escalate and efficiency suffers, companies need partners who can deliver innovative solutions that optimize both service quality and financial performance.
The Challenge
A leading insurance provider managing extended warranty programs for a major home appliance manufacturer faced mounting operational challenges with their customer support structure:
Complex Dual-Language Operations: Maintaining separate English and Spanish customer support programs created expensive, inconsistent operations that were difficult to manage and scale effectively.
Rising Operational Costs: The dedicated Hispanic support program required significant monthly investments in staffing, infrastructure, and coordination between multiple service teams.
Service Inconsistencies: Different support programs led to varying customer experiences, creating potential gaps in service quality and brand representation across language preferences.
The provider needed a solution that would streamline operations while maintaining service quality across their entire customer base.
Our Solution
Qualfon developed a comprehensive bilingual support consolidation strategy:
Strategic Program Consolidation: We implemented one program with bilingual associates capable of handling both English and Spanish customer interactions seamlessly within a unified support structure.
Comprehensive Associate Training: Our bilingual team received specialized training in warranty processes, product knowledge, and cultural communication preferences to ensure authentic, effective customer interactions.
Unified Process Framework: We created standardized workflows that maintained consistency across languages while respecting cultural communication preferences.
The Results
Our bilingual consolidation strategy delivered significant improvements across all performance metrics:
Substantial Cost Savings: Eliminating the dedicated Hispanic support program generated significant monthly cost reductions while maintaining full service coverage.
Exceptional Operational Efficiency: From 2023 to 2024, we delivered measurable improvements across every key performance indicator:
- Quality scores improved from 88% to 93%
- Service levels jumped from 88% to 97%
- Average speed of answer dropped from 16 seconds to 2.98 seconds
- Revenue per order increased from $272 to $297
- Out-of-chair shrink reduced from 29% to under 14%
- Unplanned absenteeism fell from 25% to 9%
2024 Performance Excellence: We consistently exceeded targets:
- Delivered 96% service levels against an 80% goal
- Maintained average speed of answer at 3.67 seconds against a 60-second target
- Kept abandon rates at 1.62%, well below the 5% threshold
- Achieved handle times of 301 seconds against a 480-second goal
Client Recognition: Both the insurance provider and appliance manufacturer teams praised the solution’s effectiveness, validating the strategic approach to optimizing multilingual support.
How Qualfon Can Help Your Business
Whether you’re managing multilingual customer bases, facing rising operational costs, or seeking to optimize complex support structures, Qualfon provides the strategic thinking and cultural expertise needed to transform your customer experience operations.
Our bilingual contact center capabilities combine decades of customer care experience with deep cultural intelligence required for today’s diverse markets. You define the service standards and coverage requirements, and we handle the strategic coordination, determining the most effective approach to reach your customers while maintaining quality and optimizing costs.
Qualfon offers comprehensive warranty support services across automotive, consumer products, and home appliances industries. Our people-first approach, combined with proven processes and advanced technology, enables warranty programs to scale efficiently while maintaining the personalized service that drives customer loyalty.
