Multilingual Customer Support Outsourcing

Native-speaking agents and AI-powered translation. Multilingual customer support across 30+ languages, built around your markets and your users.

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Simply Contact

Customer support from agents with Bachelor’s degree

PCI DSS, ISO 27001, ISO 27701, GDPR compliant

Simply Contact
Services
Customer support outsourcing
Multilingual customer support

Multilingual support directly affects revenue

Customers are more satisfied when they get support in their native language, making multilingual customer support a retention and conversion requirement.

76%

of customers prefer to buy from companies that communicate in their native language
40%

won't purchase from businesses that don't offer native language support

Simply Contact’s approach to multilingual customer support

Native-speaking agents

Our multilingual customer support teams cover 30+ languages with agents who are native or near-native speakers, trained on your product and brand voice.

AI-powered translation

For languages beyond our core agent coverage, we deploy AI translation for non-voice channels with human oversight. This option is for clients seeking flexibility and cost-effectiveness.

Multilingual call center outsourcing

Voice support in your customers' languages, handled by trained agents who manage tone, register, and product knowledge. Our multilingual call center operates 24/7 across inbound and outbound programmes.

Multilingual customer support built around your markets

Share your language requirements and we'll design a support model that covers your global user base natively and at scale.

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Channels covered

Voice support

Live chat and in-app messaging

Email

Social media and community management

Messengers

Multilingual AI agent

Serving industries where multilingual support is operationally critical

Travel and aviation

Passenger disruptions, rebooking, and compensation handling where language failure during an irregular operation is a brand and compliance risk.

Fintech and payments

KYC query support, account verification, and regulatory correspondence in the customer's native language.

SaaS and digital platforms

Onboarding, billing, and retention interactions for global user bases where poor localization accelerates churn.

Healthcare

Patient-facing communication in native languages is particularly critical for elderly patients, mental health services, and clinical trial support.

Ecommerce and luxury retail

Pre-sales consultation, returns, and VIP client handling that reflects the cultural expectations of each market.

Proven outcomes

Wizz Air, Leading European Airline

Objectives

Provide faster and better support for Wizz Air customers in multiple languages to reduce waiting times and improve service quality, while adjusting to seasonal demand changes.

Results

80% of calls answered within 35 seconds

30% AHT reduction on key lines

85% agent utilization during high and low season

Read the full story

During our joint work since 2020, Simply Contact has proven itself as a reliable and flexible partner that is always ready to support us in solving additional tasks. Simply Contact strives to achieve its goals by constantly looking for creative and innovative ideas and solutions.

Tsvetoplama Stoyanova

Contact Center Manager, Wizz Air, Europe

Ditto Music, Music Distribution Company

Objectives

To scale multilingual artist support without losing quality or authenticity. We built a music-savvy team to deliver faster responses, higher satisfaction, and deeper user trust.

Results

88% CSAT increased from 51%

8 responses per hour that increased from 3.5

80%+ of agents are actual musicians

Read the full story

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction. The team is easy to communicate with, and they’re usually quick to make changes. Somehow, they also tend to catch undesirable trends before they become real issues.

Stacey Warder

Head of Support, Ditto Music, the UK

Transportation and Food Delivery Platform

Objectives

To build an effective customer support department, scale from 12,000 to 110,000 monthly requests within six months, and support the client’s expansion into Poland, Romania, and Moldova.

Results

10,000 requests resolved per day

5+ years of cooperation

250+ agents on the project

4 service languages

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Our team provides full 24/7 support for the company’s drivers and customers. Our main goals on the project were to launch quickly, establish an efficient training process, and ensure great performance monitoring & analytics. We also aim to adapt and stay flexible as our customer’s business goals and requirements change.

Oleh Filipovskyi

Project Manager, Simply Contact

Why Simply Contact for multilingual customer support outsourcing

Native agents, not translated scripts

Agents are hired for language fit and cultural alignment. Your customers interact with someone who understands their expectations, not just their words.

AI translation for extended coverage

AI-powered translation extends our multilingual capability beyond native agent coverage. Provides cost-efficient scaling without the quality trade-offs of raw machine translation.

Stable teams across languages

Average agent tenure of 1.9 years and 2–5% annual attrition across all language teams. Institutional knowledge and language consistency stay on your account.

Single operational partner across all markets

One governance model, one QA framework, one reporting structure across every language. No fragmented vendor relationships per region.

Real-time visibility across language teams

Power BI-driven reporting with performance data segmented by language, channel, and market. Emerging quality issues in specific language teams identified and addressed immediately.

Languages covered

European

English, Italian, French, German, Russian, Ukrainian, Polish, Czech, Spanish, Portuguese, Romanian, Hungarian, Bulgarian, Dutch

Middle East and North Africa

Turkish, Arabic (Arabian)

Extended coverage via AI translation

50+ languages with human QA oversight

Testimonials

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder

Head of Support, Ditto Music

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FAQ

What languages do you cover?

Natively across 30+ languages including all major European languages and Arabic. Extended to 50+ via AI-powered translation with human QA oversight. Specific language coverage is confirmed during scoping.

What is the difference between native agent coverage and AI translation?

Native agents are hired for each language and handle interactions directly. AI translation extends coverage to languages where native agent volumes don't justify dedicated headcount. For regulated or high-sensitivity interactions, native agents are always preferred.

Do you offer multilingual call center services, not just chat and email support?

Yes. Our multilingual call center covers inbound and outbound voice across key languages, 24/7. Voice is a core channel for our travel, healthcare, and fintech clients in particular.

How do you maintain quality across multiple languages?

A unified QA framework applies across all language teams. Per-language performance data is tracked separately so quality issues in specific markets are visible and addressed immediately.

Which industries do you support multilingually?

Travel and aviation, fintech and payments, SaaS and digital platforms, healthcare, ecommerce, and luxury retail, and more. We scope language coverage around your specific markets and compliance obligations.

How quickly can you add a new language?

For native agent coverage, timeline depends on recruitment and onboarding and is typically 4–8 weeks. For AI-assisted coverage, extension is faster and takes days, not weeks.

What does multilingual customer support outsourcing cost?

Pricing depends on languages required, volumes per language, channel mix, and whether native or AI-assisted coverage is appropriate. Hourly-based for shared agents on lower volumes; ticket-based for dedicated capacity. Scoped before any commitment.

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