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Achieving 24/7 Multilingual Support: A Contact Center Talent Strategy Case Study

Company H, a Contact Center Operator

Multilingual Call Center Operations

Bilingual Talent Staffing

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Bilingual Talent Staffing

Results

Secured multilingual talent capable of handling advanced client requests.

Achieved a high employee retention rate by providing dual support in both native languages and Japanese.

Increased the client company's customer satisfaction by supplying high-quality personnel.

The Challenge

･ Securing talent with proficiency in both Japanese and other languages was difficult.
･ Early employee turnover due to poor job matching was a challenge to maintaining quality.
･ There was a surge in demand for diverse languages beyond just English and Chinese.

How We Helped

･ We quickly introduced multilingual candidates who met the client's specific requirements.
･ Our foreign-national coordinators reduced mismatches by conducting a two-stage interview process in both the candidate's native language and Japanese.
･ We prevented early turnover through pre- and post-employment counseling and regular follow-ups.

Overview & Key Points

Given the nature of a multilingual contact center, finding talent with not only strong Japanese skills but also proficiency in a wide range of other languages was essential. Our selection process focused on more than just language ability; we prioritized communication skills and cross-cultural understanding to find candidates who truly aligned with the client company's philosophy and ideal employee profile.

A key part of our strategy was having our foreign-national coordinators conduct interviews in the candidates' native languages. This allowed us to uncover potential skills and career aspirations that might not be apparent in a Japanese-language interview.

We continue this support after employment begins, holding regular meetings to address any concerns and assist with long-term career development. We aim to work alongside our client companies to create an environment where global talent can thrive for years to come.

Services Provided