Roadside service company

Three-party interpretation services available 24 hours/day, 365 days/year

To meet increasing diverse multilingual inquiry needs, we developed and operated three-party interpretation services 24 hours/day, 365 days/year to increase customer satisfaction.

*Altius Link was formed through the merger of Relia, Inc. and KDDI Evolva.
*This case study describes the activities of Relia, Inc. and a major US e-commerce firm before the merger.

POINT 01

Providing a broader range of support through 24 hours/day, 365 days/year availability

POINT 02

Preparing scripts for three-party calls, with consideration for conversational timing

Issues faced by the client

The client's in-house roadside service call center lacked operators with foreign-language abilities.
It needed to develop a call center able to provide services in English 24 hours/day, 365 days/year.

Measures taken by Altius Link

Developing a call center operating 24 hours/day, 365 days/year
We developed a call center operating 24 hours/day, 365 days/year and assigned operators who were able to provide services in foreign languages while implementing shift controls.
Preparation of call scripts to realize smooth customer service
We prepared call scripts with consideration for "conversation timing" so that three-party conversations between the client, the road service company, and the foreign-language operator would not be overlapped.

Results

Assignment of operators specializing in foreign languages and use of real-time three-party calls realized smooth communication between customers and the client roadside service company. In addition, operating 24 hours/day, 365 days/year has expanded the roadside service company's services and hours, resulting in higher customer satisfaction.

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Altius Link groups renowned global contact center

Learn how multi-lingual support helps our clients ease the pain of expanding business in the new country with our experience CX champion at your service.

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Relevant support cases

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Inquiries

Roadside service company

Three-party interpretation services available 24 hours/day, 365 days/year

POINT 01

Providing a broader range of support through 24 hours/day, 365 days/year availability

POINT 02

Preparing scripts for three-party calls, with consideration for conversational timing

Issues faced by the client

Measures taken by Altius Link

Results

Download information about this case study

Altius Link groups renowned global contact center

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