Transcript The CanTalkAdvantage

The CanTalk Advantage
Any Language. Any Application.
Contents
• CanTalk Overview
• Service Capabilities
• Update on the Canadian Scene
• Call Centre Fulfillment
• Summary Benefits
Your CanTalk Capabilities
• International Telecom Resale
• Telecom Billing and Collection
• Operator Services
• Language Services
• Prepaid Services
• Call Center Services (inbound and outbound)
• International Directory Assistance
• Plus …
All in the language of your customer’s choice!
Applications
• Government – health and public safety,
• Telecom,
• Legal,
• Agriculture,
• Finance and real estate,
• Worldways.
CanTalk – Your advantages
• Combined 200+ years of Telecommunications Customer Service
• Experience
• State of the art 7x24 call center in Winnipeg, Manitoba
• Network of language specialists off site and operator/CSR’s onsite
• Extensive experience with international card transactions and reseller
customer services
• Knowledge of languages and cultures and in the development of
marketing strategies aimed at ethnic markets
• Patented language applications and routing engines
• Process over 500 K calls per month
CanTalk – Your Languages
CanTalk offers multilingual operator and call center
customer services
in over 110 languages
to over 140 countries
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Supported by a network
of over 1200 interpreters and translators
200 on-site language specialists
350 remote operator agents
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Call Centres/Contact Centres
ADVANTAGES
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Fully customized, live-voice, advanced
technology solutions
Enables ethnic customer service, expands
demographic reach
A rapid solution for unpredictable peak volumes
Reduces costs for contact center and
language applications
Call Centre Service
Tailored to suit customer care needs
• Billing inquiries
• Help line
• New product/service introductions or promotional
initiatives
• Valuable data collection, tracking up to 35 call details for
marketing and technical attributes.
•Why CanTalk?
•Why Winnipeg?
Why CanTalk?
• Linguistic professionals specialized in business disciplines
• High level knowledge of language and cultural differences
• Accessible services from almost anywhere in the world
• Advanced language telecommunications technologies
• Internet applications and fulfillment
• Strict standards and code of security and confidentiality
• Escalating 24x7 technical and application support
• Data recovery and analysis, crisis management/ disaster recovery
• Can customize to any industry
• Multiple and complimentary services
• Customer report management process oriented
Why Winnipeg
• Qualified and educated workforce
• Stable, educated and bilingual workforce
• Savvy call center environment
• Central strategic location
• Strong work ethics
• Cost competitive
Language Services
Language is at the center of everything CanTalk does
• In language customer services
• In language operator services
• Over-the-phone interpretation and rapid translation
• Custom or self-tailored translation
• Custom-designed language service packages
• Language consultation
Your Customer
People live and think in their native language. If you
want to communicate with people of other ethnicities
and have them truly relate to your products or
services, you must speak the language….
... their language.
CanTalk as the Call Centre Provider
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Customized language services and applications that will further
extend and enhance your product offerings fueling revenues and
fortifying greater marketplace presence within North American
ethnic and international communities.
One comprehensive setting, inbound contact center support and
service offerings that would be value-add to existing customer
service.
In an outsourcing format, link CanTalk's call center and
specialized language capacity to your existing services and
infrastructure to achieve optimum efficiencies and maintain
quality standards.
Manitoba's Population
by Ethnic Origin
G e rm a n
14%
J e wis h
2%
It a lia n
Ic e la ndic
1%
1%
A bo rigina l
15%
S o ut h A s ia n
2%
C hine s e
2%
C a na dia n
17%
Uk ra inia n
11%
H unga ria n
0%
D ut c h
3%
P o lis h
3%
B e lgia n
1%
P o rt ugue s e
2%
F ilipino
4%
Sour ce: St at ist ics Canada 1996 Census
S c o t t is h F re nc h
5%
6%
Iris h
0%
E nglis h
12%
Languages Serviced
Somali
Ser bo- Cr oat ian S p a n i sh
3%
Ser bian
Tagalog
Swahili T a m i l
1%
Vi e t n a m e se
Sault eaux
Sinhalese
Slovak
P unj a bi
Yugoslavian
2%
Ukr ainian
Amhar ic
Tur kish
Albanian
Russian
2%
Romanian
P o r t u g u e se
Ar abic
Bosnian
C a n t o n e se
Ur du
5%
23%
Bengali
P o l i sh
Dut ch
4%
M a nda r i n
Ojibway
Cr eole
6%
Macedonian
Cr oat ian
Lit huanian
Dar i
Lao
En g l i sh
Low Ger man
9%
Kur dish
Hungar ian
K or e a n
2%
J a p a n e se
1%
Fr e nc h
H i ndi
It alian
24%
Khmer
Gr e e k
1%
1%
Hebr ew
Gujar at i
13%
Ger man
Far si
CanTalk Response and Fulfillment Plans
• Dedicated multilingual support services
• Other languages
• Recruiting
• Training
• Quality standards
• Service levels 4-12 second response time
Customer Fulfillment
• Customization process for assessment of customer requirements
• Full customer service support
- Technical review and application development
- Data analysis and forecasting to support customer application
- Language integration into customer application
- Training – customization, - language specific, - technical application
- Application implementation in to operations
• Multiple technology deployment options
• Project management implementation team process
• On-going technology review process
Quality
• Proactive quality control process
• Call monitoring, call quality, immediate feedback and control
• Total quality philosophy
• Customer satisfaction and continuous improvement
Typical Client Objectives
• Reduce cost of current bilingual services
• Improve timeliness and provide direct two way
communication "in" language
•Improve efficiencies of response and seamlessly
integrate with current operations
•Ensure quality standard of qualified
advisors
•Build portfolio of extended supplementary services
that provide new competitive advantages
Ramp up
• Strategic IT and IS growth planning
• Marketing and engineering project teams
• Modular and scalable technology platforms
• Single layer implementation process
• Client/Customer information process
• Client/Customer sign-off
Summary Benefits
• 24 hour immediate access to 110 languages
• Cross cultural experience and deep understanding of world cultures
• Proven skills and capabilities in direct customer interface with inquiries
and customer satisfaction issues
• Experience and expertise in handling of emergency issues over the
phone
• Highly competitive rates
•A central location to all time zones
• Accent neutral language services agents
continued
Summary Benefits
•A seasoned contact center environment with a skilled and
knowledgeable labor force
•Access to a private global network and telecommunications services
such as collect, concierge and competitive long distance calling
•Branded language and long distance card products for customers or
employees
•Innovative solution and strategies to complement business objectives
•CanTalk's proprietary forecasting tool that reduces cost and overhead
Call Management and Reporting
Long Distance Call Handling Application
Mobile
Home
At sea
Office
Train
Cell Phone
Caller places call through
Telecom Provider
Global
Telecom
CanTalk
Voice / Data Switch
T DM / VOIP
Call is routed to CanTalk
Operator center
Home
At sea
Office
Train
Cell Phone
CanTalk’s Switch
process’s Routing and
Language algorithm to
Determine
Mobile
•Country of Origin
•Language
•Country
Global
Telecom
•Call Rates
•Personalized Scripting
Call is then connected.
The appropriate operator
follows script and
request’s the destination
number for dialing.
CanTalk
Voice / Cantalk
Data Switch
T DM
/ VOIP
Voice
/ Data
Switch
OSP
Home
At sea
Office
Train
Cell Phone
Destination
Number validated using
LIDb database.
Global
Telecom
Destination
Number Dialed,
And acceptance
Of call requested.
LINE Information
Database
CanTalk
Voice /Cantalk
Data Switch
T DM
/ VOIP
Voice
/ Data
Switch
OSP
At sea
Office
Train
Cell Phone
Home
CanTalk operator
Global
Telecom
completes the call
leaving the caller
connected to the
destination party
Cantalk
Voice / Cantalk
Data Switch
TDM/ Data
/ VOIP
Voice
Switch
CanTalk Canada Language Operator Call Flow
Operator Defaulted Call in Language
Access Via
Foreign and Domestic International Toll Networks
Chinese
Caller
Japanese
Caller
Global Access Platform
German
Caller
CanTalk Canada Language Centre
Language Determination Algorithms
German Language
Chinese Language
Other Languages
CanTalk Canada Inc. --Language Centre
CMS
Call Statistics - Day, Time,
Length of calls, Language
Types, Call Volumes, and
Billing.
CanTalk OSP
SAC
Language Services
Request Identified
SAC
SAC
Language Services
Request Identified
Language Services
Request Identified
CTI
On-Site
Language
Operators
German Services
Queue
CanTalk Canada Inc. Proprietary
Chinese Services
Queue
In-Language Operator Services
Other Language
Services Queue
Language Types
* Service Access Code
Real Time Call Performance Monitoring
Real Time Language Operator Monitoring
Detailed Reseller Reports
Daily Call Volumes : August 18, 2001 for Inbound Calls
Country Of Origin
Total Call Volume Billable Calls Billable Minutes
Australia
1301
260
700
Denmark
143
29
50
Chile
30
6
30
Colombia
597
119
5788
Costa Rica
1783
357
444
Guatemala
989
198
268
Haiti
6375
1275
4456
Mexico
2507
501
221
Philippines
1122
224
111
St. Martain
288
58
44
Grand Total
15135
3027
12112
Emi 175
Third Party Billing Record
010501010521115700011210100109449224284000000010000000002454002400012000000000340000001000000
0000000000000000000954922228413337
062300000000000000000000000
Emi 175
Records
For Destination
billing
Agent Scheduling
and
Forecasting Process for
Inbound Calls
Tabulation And Processing
• Trend Analysis
Date
Creole
English
French
Spanish
Tagalog
8/20/01
2,733
941
723
862
750
8/21/01
2,969
850
678
780
695
8/22/01
3,156
883
697
873
812
8/23/01
3,490
916
863
802
763
8/24/01
3,397
901
811
843
833
8/25/01
2,969
862
733
881
792
Prepare Table Data
Show Weekly and
Daily Forecast Data
Close
CanTalk Service and Continuity
Customer Care
Interpretation Services
CanTalk Canada Inc.
On Site and Remote Services
Operator
Customer Care
Workstation
CanTalk VPN
Services
Fiber Link
To
Internet
OSP Services
Post/PrePaid,
Collect, DA, IDA
1-800, ITFS,
Private Line
DS3/T1/DS0,
Frame Relay
LSP Services
Interpretation,
Contact Centre,
Customer Care
Programs
ICR
(Intelligent
Call
Routing)
VPN
Server
NT/IP Dialogic
Voice/Data Switch
Cisco
Router
Operator Processes
NT PBX
Directory Assistance
International DA
Operator Assistance
Collect & Prepaid
Credit Card Call
INTERNET
Dedicated
Frame Relay
Line
Firewall / Router
Client Processes
SQL Server
Client Applications
CDR Billing
Application Development
Virtual Mail Boxes
Concierge Services
Paging Services
Forecasting
Client Reports
Web Server
File/Application
Server
Mail Server
File Servers
Customer VPN
Server
Forecasting Database
Proxy Server
LSP Business
OSP Business
Remote
Interpreter
Remote
Operator
Assistance (ROA)
Remote Access via Public Switched,
ISDN
Remote access via Public Switched,
ISDN, ADSL and Cisco Voice
Applications
Any Language. Any Application.