We Are Group makes essential services accessible for everyone
Clear Voice supported We Are Group by delivering multlingual support across their programmes
We Are Group is a social impact company that empowers people with skills and confidence through Training, Advice, and Guidance programmes. Since 2012, the organisation has supported more than 100,000 people.
When new government contracts increased demand for multilingual support, We Are Group needed a faster, more reliable way to provide interpreting across its national programmes.
You can hear the relief in a customer’s voice when an interpreter joins the call. It’s the moment they realise they’re going to be understood, and that transforms the whole interaction.
Danny Lasek, Contact Centre Manager · We Are Group
How Clear Voice made a difference to We Are Group
Their Challenges…
- Quality and response times varied due to inconsistent use of independent freelance interpreters
- Delays to applications were incurred where applicants needed help with complex and non-intuitive forms.
- Language barriers that impeded access to skills training and essential services
- It was difficult to source professional interpreters who could manage sensitive conversations with empathy, understanding and clarity
Our Solution…
- On-demand telephone interpreting with access to over 260 languages
- Professional interpreters that bring experience, empathy and personal soft-skills
- Specialised support for the UK visa application process, via 30-minute sessions led by trained advisors
- A simple to use and reliable platform
- Easy and simple booking processes
- Fast, reliable connection to interpreters
- Effective account management and operational support systems and processes
The Result…
- Consistent, high-quality service provision across multiple contracts
- Fast, reliable access to interpreters, keeping essential services running smoothly
- Service user satisfaction scores exceeding 9 out of 10
- More confident agents and callers thanks to expert human interaction
- A trusted and flexible supplier, with a shared social impact commitment
I’ve never had to worry about availability; when we need someone, they’re there. Clear Voice is consistent, responsive and reliable.
Karen Everall, Head of Customer Success · We Are Group