Claims Journal
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in Claims, Editors' Featured, User Contributed

SPONSORED: Benefits of Multilingual Support for Claims Agents

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Empowering Agents to Help Non-English Speaking Callers and Boost Contact Center Performance

How does your organization handle non-English claims calls? What might you stand to gain by providing these callers outstanding, in-language services?

Graham Newnum, a writer and researcher for Voiance Language Solutions, spent years handling claims for a top-five property/casualty insurer and training other agents to do the same. In this podcast, he explains the challenges of handling non-English calls from an agent perspective. Graham lays out the risks of trying to "muddle through" calls with insureds or claimants for whom English is not a comfortable language. He also discusses metrics like Average Handle Time and First Call Resolution and how professional phone interpretation can keep non-English calls from adversely affecting contact center performance in these areas. Finally, Graham describes how partnering with a quality language services provider may increase customer and agent satisfaction.
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