With over five million Australians speaking a language other than English at home, LanguageLoop provides telephone interpreting services for 3 of the big 4 banks, ensuring their multilingual customers have equal access to their services.
ANZ, NAB and Westpac have been set up with their own personal telephone interpreting line for their customers, enabling their agents, already connected to a non-English speaker, to call and connect directly to an interpreter within a minute.
“Our team greatly benefits from accessing LanguageLoop’s interpreters,” Shari from Westpac said.
“This service allows us to connect and relay important information to customers that otherwise wouldn’t be able to use our services.”
LanguageLoop’s interpreting line also enables each bank to tailor their IVR (Interactive Voice Response) in their customer’s top languages, allowing their agents to bypass our contact centre and go straight to an interpreter in their top 8 languages.
“I have used the interpreting service today for 2 Korean customers,” Stephen, from NAB said.
“I was surprised that they are using the correct banking terms in order to assist our customers.”
With two thirds (66%) of multilingual Australians highlighting the huge benefit of telephone interpreters during interactions with commercial organisations such as banks and utility providers (Language Matters, 2020), LanguageLoop have been able to identify the busiest time for multilingual clients to call their bank.
“Through our interactive PowerBI dashboard we’ve been able to gain some unique insights for our customers,” Alfonso Ordonez, LanguageLoop’s Senior Account Manager, said.
“We now understand Mandarin is the most requested language in the financial sector and according to our data, multilingual clients usually like to call their banks between 2pm and 4pm.”
As our population continues to become more diverse, there is an increasing need for businesses to incorporate a multilingual approach for their products and services.