World-class photography brand builds picture-perfect multilingual CX
The goal
To create and maintain a best-in-class multilingual customer experience for amateur and professional photographers that consistently exceeds expectations for both pre- and post-purchase support.
The outcome
70%
FCR (vs. 65% target)
90%
CSAT (vs. 80% target)
86%
quality score (vs. 80% target)
The challenge
Our client is one of the world’s foremost imaging brands for whom linguistic or even cultural fluency alone isn’t sufficient when it comes to delivering a customer experience within Europe that embodies its brand or its customer expectations.
Providing pre- and post-purchase support is only effective when agents share and can articulate the same passion for photography and filmmaking as the brand’s customers —whatever their language and whether they are amateurs or professionals.
The solution
Solution delivered from Portugal to 12 European markets
Industry
Technology
Channels
Voice, email, chat
Languages
Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Norwegian, Polish, Swedish, Ukranian
To consistently deliver against these expectations, Foundever built a multilingual team based in Portugal to service 12 of the client’s key European markets.
Using a rigorous, market-by-market approach to recruitment that prioritizes native speakers with a genuine passion for photography, team members undergo comprehensive assessments that validate language proficiency, customer service skills, technical abilities and product knowledge.
To guarantee capacity, enable flexibility, and balance workloads, even during seasonal peaks, a number of bilingual agents are also embedded within the team and supported with advanced translation tools and intelligent call routing.
Quality of service is maintained through monthly advisor audits, while coaching focuses on specific customer interactions, with regular personalized feedback and sessions to promote continuous growth. Quality analysts review all CSAT responses below 50%, and team leads directly address scores under 30%, demonstrating a commitment to ongoing improvement.
To maintain familiarity with the client’s products as it releases new models, the hub recently introduced an experience room that provides agents with direct access to the client’s latest cameras. Immersion in the product line is further supported with photography and filmmaking competitions and projects.
Results
70%
FCR (vs. 65% target)
90%
CSAT (vs. 80% target)
86%
quality score (vs. 80% target)
This focus on recruitment, coaching and quality has seen FCR increase to 70% against a 65% target, CSAT average 90% vs. an 80% target, and quality scores at 86%, surpassing the 80% target.
The introduction of the experience room has also helped accelerate speed to competency for new team members: 76 agents were recruited, trained and integrated into the team within five months without any negative impact on performance.