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What is Language Support Data (and Why Does Having it Matter)?

[fa icon="calendar'] Feb 19, 2021 9:30:34 AM / by GLOBO

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If you're not receiving language support data, you might be missing out on critical insights on your customers' preferences, services spend, and more. But what exactly is language support data? Here's a look at the categories of data we recommend gathering and what it can do for your organization.

 

What is language support data?

Data gives you the real-time insights you need to understand who your customers are, what they experience when interacting with your company, and how your bottom line is affected. Using this information, you can then determine what's working, what needs tweaking, and how you can provide better experiences for everyone you serve, no matter what language they speak. 

Language support data focuses specifically on the journey of your limited-English speaking customers and how your language support is being utilized within your organization. With this information at your fingertips, you can follow your customers throughout their experience in real time.

 

Types of Language Support Data

 

Population Data

 

Population data describes the people who use language support services throughout your organization. How many are customers are there? Who are they? What do their demographics look like? How big is your limited-English speaking population, and what portion of your overall customer base do they represent? What languages do they speak?

  Why you want it: Without information about your customer population, it's difficult to make the best decisions to meet their needs. The more data you can collect about the customers who use your language support services, the better you can provide the customer experience they deserve — and expect.

 

Financial Data

 

Financial data encompasses all of the financial details of your language support. This data should answer questions like: What's your total average monthly spend? What's your average spend per customer? How do these costs compare to what you earn from each limited-English speaking customer?

  Why you want it: Financial data helps your organization make smart decisions about how you spend. You need to see, in detail, all the ways that your spend is occurring so that you can determine if services are tracking to expected return and budget. 

 

Service-level Data

 

Service-level data shows you how your language support provider is measuring up. This type of data includes everything from agent connect times, the time it takes to connect to an interpreter, and call drops. 

  Why you want it: Service-level data gives you an overview of how well your language support provider is meeting the expected service levels, enabling you to hold them accountable.

 

Usage Data

 

Usage data lets you see which services were accessed, how they were used and by whom. Usage data also provides basic information on how often services are  accessed each month and answers questions such as how many calls include an interpreter, how many in-person appointments involve an interpreter, and how many documents are translated in any given time period. 

  Why you want it: Usage data provides a more comprehensive look at the ways your customers interact with your language support services. You can identify what's working well and where the gaps in service might be and determine whether you need to add a broader range of services. With access to data from all service lines, you can see how your multilingual marketing efforts increase telephone or video calls in those languages.

 

Do you have the language support data you need?

Data is the best tool you have for understanding your customers and the journey they follow when using your services. Discover how GLOBO can help you leverage language support data into valuable insights with the most robust reporting package in the industry. 

 

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Additional Resources:

Topics: Data

GLOBO

Written by GLOBO