Global audio brand transforms CX and cuts costs with a multilingual hub strategy

Foundever proposed transitioning existing operations to a single multilingual hub in Athens, Greece. Working with the client, the team agreed on a disciplined phased approach within a 15-month timeframe, guided by the quality framework and project management methodology developed by Foundever.

In phase one (months 1-5), frontline staff from the U.K. were transitioned in five waves to the Athens hub as new local talent with the correct linguistic capabilities were hired and onboarded locally.

The transitioning staff served as mentors and support for new team members to accelerate speed to competency and ensure immersion in the client’s brand and appreciation of customer expectations.

During this initial phase, to strengthen the team’s capabilities and ensure a people-focused culture, star performers were identified and promoted to fill mid-level management roles that would be required as the transition continued (by month 12, 40% of these roles were filled via internal promotion).

Ten weeks after U.K. operations were concluded and the Athens hub reached steady-state operations for English-speaking customers, phase two began. Over the next six months, activities in the Netherlands and Germany operations were ramped down. Key staff from these centers were also transitioned to the hub, where they served as mentors and subject matter experts. As the local team continued to expand, they took on greater responsibility.

Throughout the transition, comprehensive governance, real-time dashboards, and cross-functional leadership ensured speed, control and zero disruption. Likewise, an absolute focus on employee engagement, professional development and wellbeing minimized attrition.