Introduction
In this case study, we delve into how LTS partnered with a prominent BPO company during their expansion of services. As they broadened their offerings, they encountered a critical need for multilingual talent who were willing to work 24/7 shifts across multiple different positions. Join us as we delve into this collaborative journey, highlighting the importance of effective communication, diverse working hours, and the recruitment of linguistically skilled professionals proficient in languages such as Japanese, Korean, Mandarin, Arabic, Vietnamese, and Thai.
Background
Client: Global Outsourcing Provider
Industry: Business Process Outsourcing (BPO)
LTS, partners with a leading global BPO service provider, offering a wide range of outsourcing solutions to clients across diverse industries. As the company expanded its global operations, it faced a crucial challenge in acquiring multilingual talent to support its client’s needs from various regions. The ability to communicate effectively, working in different time zones and multiple shifts working hours was vital for delivering exceptional customer service and ensuring seamless operations across the international market. The client needs to recruit linguistically skilled professionals who are fluent in multiple languages including Japanese, Korean, Mandarin, Arabic, Vietnamese, and Thai. These professionals would be responsible for customer support, technical sales and other critical functions requiring multilingual capabilities. Finding candidates with the right language proficiency and a passion for customer service proved to be a significant challenge.
The Solutions
Multilingual Needs Assessment
LTS conducted a comprehensive assessment of the client’s multilingual requirements. Collaborating closely with the HR and operations team and LTS recruitment specialist, LTS was able to identify the specific language proficiency levels required for various roles.
Global Talent Mapping
Leveraging its vast international recruitment team and expertise, LTS sourced candidates from diverse regions to ensure access to a rich pool of linguistic talent. This global approach aimed to find the best-suited candidates with multilingual capabilities.
Tailored Job Advertisement
LTS designed tailored job advertisements aimed at attracting candidates with strong language proficiency and a passion for customer service. These job ads were strategically placed on multilingual job boards and social media platforms to maximize exposure to potential applicants.
Rigorous Screening & Assessment
To ensure candidates possessed the necessary language proficiency and customer service skills, LTS conducted comprehensive screening processes. These included language proficiency tests, customer service simulations, and behavioral interviews.
Candidates Support
Throughout the recruitment process, LTS provided personalized support to candidates. This support addressed questions or concerns related to relocation, work permits, and assimilation into the company culture.
Results
Successful Multilingual Hires
LTS successfully placed numerous highly qualified candidates with strong language proficiency and a customer-centric approach. These hires addressed the client's critical need for multilingual talent.
Enhanced Customer Experience
With the addition of linguistically skilled professionals, the client significantly improved its ability to provide superior customer service across multiple language markets. This led to higher customer satisfaction rates, strengthening client relationships.
Streamlined Operations
The multilingual hires facilitated streamlined communication between the BPO and its international clients. This resulted in increased operational efficiency, smoother workflows, and improved collaboration between the client and its global customers.
In conclusion, the collaboration between LTS and the BPO Company underscores the significance of strategic talent acquisition in overcoming challenges within the BPO sector. Notably, the successful acquisition of multilingual talent within a remarkably short timeframe reflects LTS's agility and commitment to meeting the diverse needs of its clients efficiently. Recognizing the critical importance of linguistic diversity in delivering exceptional customer service across international markets, this partnership exemplifies the effectiveness of targeted recruitment strategies in addressing complex staffing requirements. By swiftly deploying qualified professionals proficient in multiple languages, LTS has demonstrated its ability to navigate the intricacies of multilingual recruitment and ensure seamless operations for its clients in the BPO sector.