Case study: Vodafone reaches 80% FCR

Creating flexibility and speed to respond to unplanned multilingual demand

Vodafone is a multinational telecommunications company with over 300 million customers worldwide. One of Vodafone’s largest multilingual customer operations hubs is located in Cairo, Egypt. Delivering excellent customer service consistently at a global scale is often challenging in non-English speaking locations.

While Cairo continues to provide an excellent talent pool of skilled staff for Vodafone, creating more flexibility and speed to respond to unplanned multilingual demand and smaller markets was needed to maintain Vodafone’s high performance to the level delivered in other markets.

This is a story of how Vodafone implemented a multilingual digital solution to meet the demands of its customers. Read the story and watch the video.