A video from Denmark shows how different we are as humans and why it is these very differences that can form a group. Regardless of origin, language, development, and experience: ultimately, we all belong to the same society. It is this diversity of individuals that makes our society and also ContactCare so diverse and special.
In 2016, ContactCare started multilingual customer service. Clients of contractors are addressed in Spanish, English, French, German, and Dutch. This creates great diversity in the workplace. Colleagues with different languages, backgrounds, cultures, nationalities, and religions work together towards one common goal: personal customer contact for the clients of our contractors.
Diverse nationalities, one team
The Dutch society is shaped by a variety of (sub)cultures. ContactCare embraces this realisation with pride in Amersfoort: men, women, young, old, Muslim, Jewish, Christian, and Atheist work here together towards one common goal: personal customer contact for everyone.
The workforce in Amersfoort consists of more than ten nationalities. This creates an international setting where each customer service employee can apply their language and cultural knowledge as they maintain customer contact. ContactCare has naturally transformed from an authentic Dutch contact centre into a multicultural company with an international mindset.
Applications based on core values
The HR team of ContactCare knows that offering a diverse range of services in languages demands a unique recruitment strategy and a flexible attitude as an organisation. Flexibility is not without reason one of the five core values.
“Working with a team comprising different nationalities takes time in the initial phase, but soon ensures that we can utilise everyone's strengths and work more effectively for our contractors.” According to Sanne van Es, HR Manager ContactCare. “I find the composition of the current team enriching for our organisation. Diversity is a must in 2017. Look at the composition of our own workforce but also at the growing demand from contractors who operate internationally.”
Applications based on quality
Every applicant takes a test to ensure the language proficiency of the customer service employees. Every customer who calls, emails, or chats with one of the employees is addressed in a native language. To achieve this, each team has a team leader who is proficient in the language. For instance, team leader Sabine, after working and living in France for several years, adds a French 'jeu' to the organisation. She knows all about the cultural differences between the two countries in the workplace.
