Multilingual Call Centre Solution for a Leading Enterprise
Challenges:
The client faced increasing service costs, slow response times, and low staff retention in their multilingual call centre operations. Inconsistent training, manual workflows, and the absence of scalable technology made it difficult to manage service quality and growth across multiple languages and markets.
Industry:
Customer Support / BPO / Multilingual Services
Solutions:
SummitNext implemented an AI-driven and people-focused multilingual support transformation framework to optimize operations, strengthen retention, and scale customer service efficiently across Southeast Asia.
Results:
The new system improved service quality and response speed, achieving a 30% reduction in inbound inquiries and a 65% improvement in staff retention. The client gained a scalable, tech-enabled support model capable of sustaining regional expansion while maintaining high customer satisfaction.
About the Client
The client is a major Southeast Asian enterprise serving a linguistically and culturally diverse customer base. The company struggled with the cost and complexity of hiring multilingual agents, high employee turnover, and operational inefficiencies during peak periods.
As customer demand grew, their fragmented support framework could no longer sustain consistent service quality across languages and regions.
Case Overview
SummitNext Technologies partnered with the client to rebuild their multilingual support model through strategic automation, advanced analytics, and human-centric engagement. The initiative introduced AI-driven optimization, centralized training systems, and employee development programs to balance performance, cost-efficiency, and staff satisfaction. The transformation created a unified, future-ready customer service ecosystem for the client’s regional operations.
Challenges
High hiring costs for multilingual agents in limited talent markets.
Low staff retention and frequent turnover disrupting service quality.
Non-standardized training leading to inconsistent performance.
Manual workflows and slow response times during peak seasons.
Solution:
SummitNext implemented a three-phase transformation strategy to modernize multilingual service operations.
- AI-Powered Call Centre Optimization – Introduced an intelligent automation system that handled FAQs, routed complex inquiries to human agents, and learned continuously through machine learning. This reduced manual workload and resolution times while maintaining service accuracy and speed.
- Enhanced Tech & Training Integration – Established a centralized platform for tools, training, and performance dashboards. Bite-sized, data-driven learning modules and KPI tracking ensured agent consistency, confidence, and quick adaptation to multilingual workflows.
- Employee Engagement & Retention Programs – Launched structured engagement initiatives including mentorship, recognition, and internal mobility to improve job satisfaction. Targeted upskilling for AI-assisted workflows empowered multilingual agents to evolve with technology, driving long-term retention and morale.
Want to explore our client's full story?
WHO WE ARE
We at SummitNext Technologies, founded in 2020, are a BPO company with a vision to transform customer support, customer acquisition, data annotation and backend support domains through technology, human expertise, and innovation. We are Head Quartered in Malaysia, with offices in Philippines. India and Uzbekistan. We are sup
ported with Remote teams in more than 28+ countries.
English 
Русский 
繁體中文