Thursday, September 28, 2017

Still Using the Same Old LSP for Your Call Center?

Man jumping with green letter "p" for Pros, woman smiling with letter "c" for Cons.

So you've decided to list the pros and cons of sticking with the same Language Service Provider (LSP) for your call center.

It's not a pretty topic, but as you know, when things go wrong in the call center, it's bad for the brand, for you, and for everyone else who calls expecting superior services.

As an LSP customer, you should occasionally shop around and research other vendors. The pace of development and technology is different than it was even 5 years ago. Some Language Service Providers have grown, some have been bought out, and some have misunderstood your value as a client and partner.

So here you go, a couple pros vs. cons with tools to ensure your current, or potentially new, LSP is a fit for your quality and response-time metrics.

Pro - You know and understand the relationship.

The service appears to work when needed and you know how and when to expect the bill.

Con - You don't know what you don't know. 

Without a comparison or a benchmark, it is hard to discern performance issues or missed opportunities when you have been using the same workflow and processes. Customer service, its approach, and resolution techniques are changing as fast as technology development. You should have an expectation in customer-resolution and answer metrics. For example, a 99% customer resolution streak and accessing a Spanish interpreter within 19 seconds should now be your standard.


Pro - You love their cheap per-minute rate. 

You’re using a low-price interpretation service because it keeps the fees low and since you don’t speak the second language, you are unaware of any problems that may exist.

Con - You're not figuring in the total cost of cheap interpretation.

You pay a low price but may incur high costs if the interpretation service your customers receive is of substandard quality. Which, over time, will cause measurable impact and damage to your customer’s engagement and credibility of your company. You can lower your overall costs by using an LSP that consistently delivers a measurable quality in service.

It's important to understand that your LSP choice has a direct impact on your risk management. When you decide to review other LSPs, here are additional questions you should be asking:

  • “Tell me about your recruitment efforts for potential projects.”
  • What’s the process you go through to staff assignments?”
  • How will my calls impact your total call capacity?
  • What is your implementation process for new accounts?
  • “How quickly can you implement?”
These questions are an excellent indicator of the quality you can expect from the LSP.

Finally, hiring an LSP is like any other service. Ask for references that are applicable to your business, e.g. financial services, medical, or legal.