Mundial delivers multi-lingual contact centre
As part of Digicel’s digital transformation programme, Mundial Consultants provided technical and UX design consultancy to deliver contact centre upgrades in 13 territories within the Carribean, Central and South America. Working in each country individually and across 6 different languages and dialects, Mundial designed and delivered a single multi lingual contact centre integrated with a new CRM solution. The benefits of this solution ensured millions of users across the region had access to self service functionality and improved customer services.
The requirement
As the largest mobile provider in the Carribean region, Digicel’s services are not just seen as provision of cellular telephony but are also used as a form of currency, emergency calls as well as home broadband and television. During recent Hurricane events, the network acts as an important emergency service therefore ensuring that users have access to services even if they are unable to speak to agents is vital to the safe running of many local communities.
The requirement was to provide a self service Interactive Voice Response (IVR) solution and to implement this alongside Zendesk for 13 territories and 8 different languages and local dialects namely. The objective? to improve self service functionality and to drive 40% of calls to online resources without disrupting the economies which rely upon this essential service.
The design
The design took a number of different formats.
User Experience - Firstly a wireframe was created based on the requirements and then turned into a call flow. Each element was carefully scripted and then taken to the next level until an end to end interactive model was created prior to development. This saved time and money in allowing the customer to hear the customer experience before it reached pre production testing.
Technical design - The UX design was then taken and turned into a technical design using Avaya and Zendesk. The interlinking web services, call flows and scripting were linked up to create a pre production environment that was capable of being tested for each territory.
The design process was repeated 13 times with English as the predominant language but with local currency and language adaptation for French, Creole, Spanish, Papiamentu and Dutch. As part of the design, Mundial Consultants worked directly in Country with local support teams to ensure that local requirements, nuances and testing was completed and that the solution had a local feel as well as an overall strategy.
The results
Within 6 weeks of beginning the engagement, the first service was deployed in St Lucia with the islands within the Eastern Caribbean following in the following 8 weeks. The results achieved were a reduction of 60% of calls to the local contact centres and an increase in the ability of customers to self serve using the Zendesk CRM solution. High value customers were protected to ensure business relationships were maintained and careful monitoring was undertaken on a daily basis through feedback, research calls and daily tracking.
The end result was that over a 12 month period all contact centres were migrated to the new solution along with protection introduced for those countries who suffer periodic disruptions due to weather and serious events such as region wide hurricanes. During the implementation, Dominica and much of the Eastern Carribean was devastated by Hurricanes. The changes made to the solution allowed calls to be re-routed and self service implemented quickly to allow for emergency efforts to be coordinated and for other services such as currency transfer between families to be maintained.
The solution which was deployed allowed Digicel to concentrate not only on its corporate strategy of enabling self service within its customer base but also ensuring that local communities were ready to be supported during time of extreme disruption.
Our timeline below shows our step by step approach to design and deployment
