Vendor Performance
As your company communicates with non-English speaking customers, the day-to-day delivery of in-language services by your vendors is critical. Inconsistencies, substandard delivery and non-compliance expose your company to risk and loss.
Do your vendors meet your expectations? Do your vendor's deliverables match their contractual commitments? Are their claims verifiable? And in light of today's regulations and litigation associated with the rights of non-English speaking citizens, do your multicultural programs expose you to legal risks?
The Language Factor can assist your organization in constructing a foundation of operational performance you can confidently rely upon.
| Service Level Management | A new Service Level Agreement (SLA) can be created or your existing SLA can be enhanced to align your vendor's performance with industry best practices. |
| Customer Satisfaction Metrics | Your vendor's phone interpretation performance can be integrated with your contact center's Customer Service objectives and customer satisfaction metrics. |
| Risk Mitigation and Avoidance | Are your vendor's compliant with requirements of federal laws including HIPAA, Sarbanes-Oxley, Graham-Leach-Bliley and all other regulatory affecting the use of 3rd party providers? What are your risks for vendor non-conformance? |
To learn more, contact The Language Factor today.