The truth is, delivering exceptional multilingual support, while keeping a sharp eye on costs, requires more than just good intentions. It calls for a tactical, forward-thinking approach to operations.
And for leading global brands — from financial services to retail to telecoms — managing in-house contact centers across multiple regions can quickly become a costly and complex endeavor. Infrastructure demands, technology investments and the ongoing challenge of attracting top talent can stretch budgets and resources. Add in the responsibility of supporting both B2C and B2B customers in a variety of languages, and the stakes get even higher.
So, what’s the secret to balancing cutting-edge technology, empowered people and evolving processes? Let’s look at how smart brands are transforming operations to deliver both efficiency and outstanding customer experiences.
The opportunity to optimize
Achieving the optimal balance between cost, operational excellence and service quality is within reach for brands willing to innovate and modernize. In fact, there’s a massive opportunity to reimagine your contact center operations and unlock new levels of efficiency, agility and customer loyalty.
Research paints a picture of the urgency of this effort:
- 87% of organizations say improving operational efficiency is a top priority for their contact centers.
- 55% of fintechs plan to expand operations internationally in the next 12 months.
- 53% of banking leaders expect to cut costs by at least 10% by 2030, and only 24% have been successful in achieving cost reduction goals.
- AI-driven solutions can offer a 40% increase in productivity and a 40% reduction in costs, with a ROI within 6 to 12 months.
But the path to these results is rarely straightforward. It’s about uniting people, processes and digital tools into a cohesive strategy.
So don’t look at contact center operations as a one-time project. It’s an ongoing journey of continuous improvement and value creation.
Global fintech brand turns consolidation into multinational transformation
One global fintech brand, known for simplifying online payments and services, faced high costs and growing complexity in its in-house contact centers. Supporting both end customers and merchants meant delivering service in 16 languages and managing teams across multiple continents.
By consolidating customer support operations in more cost-effective nearshore locations and transitioning +450 employees in just 3.5 months, the organization achieved:
- 30% cost reduction over 2.5 years
- 20% increase in operational efficiency
- Smooth, rapid employee transition with minimal impact on morale or service
What worked:
- Careful planning and phased operational transitions to minimize risk
- Clear, impactful communication and robust support packages for staff
- Targeted investment in agent training and ongoing process improvement
- Strategic backfill of roles to maintain continuity through initial workforce changes
Navigating your route to cohesive, streamlined CX operations
For brands looking to streamline their contact center operations, the keys are planning, transparent communication, continuous improvement and care for both customers and employees. When approached strategically, operational transformation not only reduces costs but also helps build a more resilient and customer-focused service model for the future.
Read the full customer success story to learn more about how this fintech brand elevated CX by consolidating contact center operations.