Case Study: Vodafone achieves 80% first contact resolution with ChatLingual

From Zero to Live in Under 30 Minutes Why ChatLingual’s Onboarding Process Was a Revelation for Vodafone

Vodafone, a multinational telecommunications company, faced a challenge in providing consistent multilingual customer support from its global hubs. Its existing model required large, dedicated teams for each language, which was inefficient for servicing smaller markets and new product launches. This constraint limited flexibility and created staffing inefficiencies, making it difficult to maintain their high customer experience standards across all regions.

By implementing ChatLingual's multilingual contact center platform, Vodafone was able to decouple language skills from agent expertise. The solution allows a single agent to communicate with customers in over 100 languages. This enabled Vodafone to create global expert teams and hire for talent rather than specific language ability. The results for Vodafone were significant: a 13% reduction in handling time, a 15-point increase in tNPS, and an 80% first contact resolution rate. ChatLingual also enabled Vodafone to deploy care services to new markets 75% faster.

Vodafone

Jonathan Blake

Group Head of Customer Operations