Multilingual Hub: outsource your international customer service
Simplify the management of your multilingual operations with a partner that is locally based and globally steered.
Your international business challenges, our priorities
Delivering a customer experience that is consistent, seamless and personalised in every language is a genuine operational challenge, particularly in terms of recruitment, management and steering. Here are the issues we help you tackle every day.
Harmonise the customer experience across languages and cultures
A German customer, a Brazilian customer and a Polish customer do not share the same cultural codes, the same expectations or the same way of interacting with a brand. Armatis trains its teams in the linguistic and cultural specifics of each market to guarantee a customer experience that is authentic and consistent with your brand image, whatever the language.
Reduce the effort of steering multilingual operations
Managing teams spread across several sites, in several languages, with KPIs to consolidate, represents a significant steering burden. Armatis centralises coordination and reporting in a unified management model, to reduce your operational workload and give you real time global visibility.
Have an agile model in the face of volume variations by language
Contact volumes are not homogeneous across languages. One market can be at its peak while another is quiet. Armatis deploys a flexible staffing model across its hubs to absorb these variations with no drop in quality and no structural overcost.
Capitalise on proven linguistic expertise
Recruiting native speaking advisors in a dozen languages, training them on your products and managing them with consistency: this is a challenge few companies can take on alone. Armatis has a structured multilingual recruitment and training ecosystem, based in regions recognised for their linguistic richness.
Control the costs of international operations
Multilingual operations managed in house generate high fixed costs that are difficult to adjust. Armatis offers pooled models and tailored localisation strategies to optimise the cost per interaction while maintaining the level of service expected on every market.
Ensure extended hourly coverage across every language
Your international customers do not follow office hours. Armatis guarantees hourly coverage adapted to each geographic zone, across every channel, in every language, to serve your customers when they need it and in line with your SLAs.
Continuously improve the quality of multilingual services
The quality of a multilingual customer service is built over time. Armatis deploys continuous improvement cycles on every setup, with quality indicators by language and regular calibration sessions to guarantee a consistent level of excellence across all markets.
Steer the experience in real time across every market
Having consolidated visibility on operations spread across several continents requires the right monitoring tools. Armatis provides multilingual dashboards, accessible in real time, to steer your international operations as a single, unified setup.
nrich customer knowledge on an international scale
Every interaction in every language generates exploitable data on your local customers, their behaviours and their expectations. Armatis structures the collection and analysis of this data to enrich your customer knowledge on an international scale and feed your marketing and operational decisions.
Why entrust your multilingual operations to Armatis?
An operational model built for international performance, with strategic locations, native linguistic expertise and centralised steering.
Multilingual hubs in strategic linguistic regions
international outlook. This positioning allows fluid sourcing of native speaking profiles in numerous languages, with controlled recruitment and training timelines.
Recruitment and training specific to multilingual operations
Recruiting a multilingual advisor cannot be improvised. Armatis has recruitment, validation and training processes built specifically for international operations, including for multilingual operational manager profiles.
An interregional steering team
Our multilingual operations are coordinated by an interregional steering team, guaranteeing smooth, secure and coordinated management across all sites. You have a single point of contact who knows your entire setup, whatever its geography.
The YES! method to align teams internationally
he YES! method (Your Excellence Standard) prevents fragmentation across multi site operations: it aligns teams on targeted action plans, individualised objectives and shared indicators to ensure continuous performance improvement, whatever the language or location.
SquAire for a smooth and consistent multilingual service
Our SquAire suite assists advisors and managers across multilingual operations: knowledge bases accessible in every language, automatic interaction summaries, linguistic support to guarantee consistency of service across every channel.
Contractual and organisational flexibility
Permanent contracts, specific assignments, remote work or on site: Armatis adapts its organisational model to your challenges, your pace and your markets. This flexibility is particularly valuable for companies in an international expansion phase that need to start quickly and adjust along the way.
An inclusive, sustainable and performance driven vision
Data compliance and security
GDPR, ISO 27001, sector standards: our organisation complies with the strictest standards to guarantee data protection, whatever the country of operation. Every multilingual hub is configured to meet the local regulatory requirements and obligations specific to your sector.
Cultural diversity and linguistic inclusion
Our teams embody the richness of languages and cultures. This diversity allows us to build genuine customer relationships, adapted to the specifics of each market, with no cultural shortcuts that would undermine the experience.
Concrete CSR commitments
Fair working conditions, gender balance, accessibility, energy efficiency: our social responsibility is expressed in every operational decision, across every one of our international sites.
Hybrid and secure work models
We combine flexibility of format (on site, remote, hybrid) with risk management to guarantee the continuity and resilience of multilingual operations, everywhere in the world.
Responsible AI at the service of teams
Our technological approach places AI at the service of multilingual teams, with automation that is ethical and transparent, to strengthen service quality without undermining the authenticity of the customer relationship.
Continuous training of linguistic talent
Our employees benefit from regular support to maintain their language proficiency, deepen their sector expertise and meet the specific expectations of each local market.
They trusted us
The benefits of an Armatis Multilingual Hub
Multilingual coverage
Native speaking advisors in numerous languages, based in strategic linguistic regions, to serve your customers in their own language with no compromise on quality.
Local and cultural adaptation
A customer experience adapted to the cultural codes of each market, for a genuine relationship that strengthens trust and loyalty.
Cost reduction
Pooled models and optimised localisation strategies to reduce the cost per interaction across your international operations.
Seamless integration
A frictionless connection to your existing tools (CRM, ticketing, communication platforms) for a fast operational transition with no disruption.
Centralised steering
A single point of contact, consolidated dashboards and real time visibility across all your multilingual operations, whatever their geography.
International compliance
Setups compliant with GDPR and local sector standards, to operate with confidence on every market with no regulatory exposure.
Vos questions sur l'externalisation multilingue
What is an outsourced multilingual hub?
An outsourced multilingual hub is a specialised operations centre dedicated to managing customer interactions across several languages. It brings together native speaking or bilingual advisors, processes adapted to the cultural specifics of each market and centralised steering tools. For an international company, outsourcing to a multilingual hub means fast access to extensive linguistic capabilities, without the cost and delay of building a multi site recruitment effort in house.
How many languages can Armatis cover?
Armatis covers more than 20 languages through its multilingual hubs, based in employment regions with a strong linguistic richness. Languages covered include French, English, German, Portuguese, Polish, Spanish, Italian and numerous other European languages. For specific needs, we assess feasibility together with our sourcing teams.
How do you guarantee consistency of the customer experience across several languages?
Consistency relies on three pillars: standardised processes applicable across every language, knowledge bases accessible in each language and centralised interregional steering. Armatis’s YES! method structures this setup to align multilingual teams on shared objectives and consistent quality standards.
Is multilingual outsourcing suited to companies in international expansion?
Yes, this is in fact one of the situations where it brings the most value. A company expanding into new markets needs linguistic capabilities that can become operational quickly, without heavy investment in local recruitment. Armatis allows multilingual operations to be launched within a few weeks, with the flexibility to adjust resources as volumes evolve.
What types of operations can be handled within a multilingual hub?
Let's talk about your challenges
Deliver a multilingual, seamless and personalised customer experience, wherever you operate. Our international hubs support you with tailored solutions, locally rooted and globally minded.
