Dialect Communications' Blog

Dialect Launch MultiVox: A New AI Powered Multilingual Voice Support Solution Designed to Accelerate Global Growth for Payments Firms

Thu, 16 Apr 2026 13:24:37 GMT

Dialect Launch MultiVox: A New AI Powered Multilingual Voice Support Solution Designed to Accelerate Global Growth for Payments Firms

Dialect, a leading provider of customer experience and back-office operations, launch MultiVox, an innovative AI powered voice interpretation solution built to help payments firms expand internationally without the operational strain of multilingual customer support.

MultiVox integrates seamlessly into existing customer service operations, providing real-time, human powered multilingual voice support in more than 85 languages. Available 24/7, the solution combines the speed and efficiency of advanced AI translation with the empathy and reliability of Dialect’s highly trained customer experience advisors. Every customer interaction is handled by Dialect team, ensuring that language never becomes a barrier to understanding, problem-solving, or delivering exceptional service.

“For fast-growing payments companies, customer trust is built through clear, accessible communication in every language they serve,” said Laura Scott, COO at Dialect. “MultiVox enables seamless, high-quality support in each customer’s own language, helping providers scale globally while continuing to deliver the responsive, human service their customers rely on.”

Designed with flexibility at its core, MultiVox allows payments firms to tailor the service to their operational needs. Companies can activate only the languages relevant to their markets, define operating hours, and customise key features to align with internal workflows. This adaptability ensures that support teams can scale efficiently as business needs evolve.

In addition to delivering seamless multilingual communication, MultiVox provides valuable insights through monthly reporting. Payments firms gain access to data and trends derived from customer interactions, helping them better understand their users, anticipate needs, and refine their global support strategies.

About Dialect

Dialect is a customer experience optimisation provider delivering seamless 24/7 back and front office solutions. With a global footprint and a wealth of experience in the Payments industry, Dialect delivers seamless customer experience solutions across the globe, including the UK, Europe, US, Middle East, and Singapore.

Through the front office solutions, Dialect provides first line customer support to manage all types of queries via voice in 6 native languages, MultiLect, Dialect’s multilingual live chat available in over 75 languages, email, and social media messaging.

Back-office solutions are designed to manage all operations, operationally resource heavy activities such as data processing tasks, data entry, analysis and management using proprietary innovative technology.

Front and back-office solutions can be easily twinned allowing Dialect to deliver a seamless end-to-end customer experience.

Find more about Dialect at www.dialectcommunications.com and follow us on LinkedIn .

Trust, Connection, and the Future of Customer Support. The increasing usage of AI and How Dialect Keeps the Human Touch at The Heart of The Business

Tue, 24 Mar 2026 11:49:40 GMT

Trust, Connection, and the Future of Customer Support. The Increasing Usage of AI and How Dialect Keeps the Human Touch at The Heart of The Business

By Neil Wake

CEO

The digital world is moving incredibly fast, and technology is becoming part of almost everything we do. But before all of this, businesses relied almost entirely on people, on real conversations, real support, real connection. Digital tools were exciting new additions, not the centre of everything.

Now we’re in a different place. Companies are trying to keep that human touch alive while navigating a sea of digital solutions. And in contact centres, this balance is even more important.

Supporting financial services, payment providers, and fintech companies around the clock is our main mission at Dialect. We sit right at the heart of the customer experience.

After years in the fintech world, one thing has stayed the same: whether we’re talking to customers, partners, or clients, the human element has always mattered. It’s what builds trust and turn a stressful moment into a positive experience.

A trusted Partner Across the Payments & Fintech Industries

Customers choose to come to us. They choose to share their challenges, rely on our expertise, and trust that we’ll deliver on our promises. In a world full of options, the trust is something we should never take lightly.

Every call, every message, every request is a chance for us to show professionalism and empathy, build stronger relationships with partners and their global customers, live our values and deliver personalised, culturally aware support to each market.

When we see customer care as a privilege rather than a task, everything shifts. We stop focusing on “getting through” interactions and start focusing on adding real value. We become partners in the customer’s journey, not just a service provider. We are a full business extension for every company we work with.

But trust isn’t built by accident. It comes from consistency and by showing up with the same level of care, clarity, and professionalism every single time. And that’s where our people make the difference. Technology can support the process, but it’s our teams who bring the empathy, the professionalism, and the cultural understanding that customers rely on.

Where Human Expertise Meets Smart Technology

The future of customer experience isn’t about choosing between digital tools and human connection. It’s about combining them in a way that makes every interaction better. Automation can speed up simple tasks, but it’s our people who handle the moments that truly matter, the moments where reassurance, clarity, and emotional intelligence are essential.

At Dialect, we’re investing in both sides of that equation:

Technology that empowers, not replaces - Tools that help our teams work smarter, respond faster, and access information instantly.
People who elevate the experience - Skilled, culturally aware teams who understand the nuances of each market and each customer.
Processes built around quality - Because great service isn’t just about solving a problem, but about how the customer feels throughout the journey.

Quality as a Standard, Not a Goal

As the industry evolves, quality has become the true differentiator. Customers remember how they were treated long after the issue is resolved. They remember the tone, the patience, the clarity, the sense that someone genuinely cared about helping them.

That’s why we focus on:

Clear, confident communication
Thoughtful problem-solving
Cultural and linguistic accuracy
Consistency across every channel and time zone

Quality isn’t a box to tick. It’s the standard we hold ourselves to because our partners and their customers deserve nothing less.

The Dialect Approach

What sets us apart isn’t just what we do. It’s how we do it. We don’t just answer questions; we build trust. We don’t just resolve issues; we strengthen relationships. We don’t just support customers; we represent our partners’ brands with pride, being their brand and business ambassadors.

And as the digital world continues to evolve, our commitment to human-centred service remains at the core of who we are.

Because in the end, great customer experience isn’t powered by technology alone. It’s powered by people, people who care, people who listen, and people who understand the privilege of being trusted.

Moving Forward Together

This isn’t just about modernising a customer service function. It’s about elevating the entire customer experience and embracing the privilege of serving the people who rely on us.

By focusing on quality, empathy, and excellence, we’re not just meeting expectations we’re setting new standards in the industry.

Looking after customers is an honour. And when we do it with pride and purpose, everyone benefits.

Key takeaways from ICE in Barcelona 2026

Mon, 26 Jan 2026 16:12:55 GMT

Key takeaways from ICE Barcelona 2026

Lynsey Hoxha, our Head of Sales, represented Dialect at ICE in Barcelona, the global gaming industry event, attracting over 65k+ attendees from 180 countries, setting new attendance records for the sector.

There were several themes discussed at the event such as gaming and gambling policy, regulations and business strategies, so here are our key takeaways:

1.Gaming and Payments Synergy

Both sectors are increasingly interconnected to shape seamless and frictionless player journeys. The payments providers that are able to provide fast and smart payments solutions are seen by gaming operators as a strategic enabler, not just as a transactional tool function as quick deposit or withdrawals directly impact player engagement and retention.

2.2026 Regulatory Map

A very robust regulatory map at ICE Barcelona this year, with key professionals mapping out the countries with mature markets that have a strict licensing, robust player protection and clear compliance rules and emerging countries where new regulatory or licensing regimes are going to be implemented. The key focus was on global coordination, worldwide responsible gambling and evolving compliance strategies.

3.Promoting Sustainability

ICE 2026 proved that sustainability in Gaming is becoming a core priority across the sector, with key focus areas such as responsible and ethic gambling and long term initiatives to protect players. Operators are adopting sustainable practices to generate trust, retention and match with the regulatory frameworks.

4. Improved user friendly experience

Another key focus of ICE 2026 was how the Gaming sector can provide an improved user friendly experience to users, with key themes such as frictionless onboarding, fast transactions. The real time analytics and behavioural tracking are also used to better understand the users’ preferences and transform their journey. Companies are often leveraging data and insights not just for marketing purposes, but also to prevent churn and enhance the user experience.

5.Strong community and network

At the core of the event stays a strong community that connects operators across the gaming sector with other industries and supplies. It promotes collaboration, where operators engage with partners across the globe with a shared mission: the drive value and efficiency while providing a seamless user/player experience. It is, indeed, a strong cross industry community of operators and suppliers that drive innovation and growth.

ICE 2026 is about promoting a strong and so well-connected community that drives collaboration and long-term partnerships. It provides opportunities to engage with global networks and make meaningful connections.

*Please note that these insights and takeaways reflect our observations of the event. They do not necessarily reflect the views of the event organisers, speakers or other attendees.

Managing Gift Card Customer Support During Peak Times: Challenges, Strategies, and Best Practices

Wed, 03 Dec 2025 13:24:37 GMT

Managing Gift Card Customer Support During Peak Times: Challenges, Strategies, and Best Practices

Gift cards are one of the most popular choices for gifts or corporate incentives. As demand surges, especially during the peak time seasons like Christmas, customer support teams often face overwhelming volumes in customer support requests.

Ensuring quick, accurate and efficient service under these conditions is essential for maintaining customer trust, so why does peak times really overwhelm gift card support?

1.High spikes in purchase volume

During holidays, purchasing can multiplying several times. This naturally leads to more questions about activation, delivery time or delays, balance checks and redemption issues.

2.Higher user errors

Customers rushing to buy or send gifts may mistype email addresses, misunderstand redemption guidelines or miss activation steps, a common issue that requires human support.

3.Dependence on third party systems

Payment processors, email delivery platform, mobile app providers or PoS networks must all function seamlessly. Any error or outage on these external services add pressure team on both programme management and customer support teams.

Gift card programme managers must ensure that their customers won’t be affected by any of the above and ensure that their customers receive the support they need, when they need it, without any issues.

But what are the typical customer support challenges during the peak times?

1.Delays in response times

As usage grows, the customer queues grow too. Without adequate operational resources, wait times will increase which means frustration within customers who may already feel under pressure by holiday deadlines.

2.Complex issues

Lost or no access to emails, invalid codes, multi-step redemption, specific usage queries or system errors that require careful handling and often involve human support.

3. Maintaining service quality even under pressure

Delivering reliable and consistent customer support becomes challenging for a small internal team when faced with unusually high volumes. Maintaining service quality during these peak periods requires clear processes, prioritisation, and tools that help the team respond promptly without compromising the customer experience.

To maintain a frictionless customer support operation, gift card programme managers must anticipate and prepare before the volumes spike.

Here are our 3 recommendations:

1. Implement automation, such as FAQ or self-service portals where users can resend virtual gift cards, activate their cards, update their personal information or verify gift card balances.

2. Develop comprehensive guides, step-by-step troubleshooting videos, and clear product descriptions to help customers better understand the products they purchase and resolve issues independently.

3.During peak times customers are always searching for quick answers through human based customer support. Prepare and adopt a proactive solution by partnering with a customer support organisation which provide you with all the operational resources to overcome the spike in seasonality support without compromising your quality and customer satisfaction.

Delivering Excellent Customer Support During Peak Times: A Strategy for Business Continuity

Thu, 20 Nov 2025 16:29:17 GMT

Delivering Excellent Customer Support During Peak Times: A Strategy for Business Continuity

A guide on how and why it’s essential to choose the right partner to support your during peak times

As the holiday season is approaching, companies start to plan the season peak time to deliver seamless customer support with no long wait times, delayed responses or frustrated customers.

During peak times, even the most efficient in-house customer support teams can become overwhelmed. To avoid this, many companies strategically opt for outsourced support which is both flexible and scalable helping but equally maintain service quality and consistency across every interaction.

How outsourcing support during busy times can benefit your business and what are the key factors to look for in a partner?

Understanding and acknowledging the need for outsourcing during peak seasons

Every business faces spikes and fluctuations in customer enquiries: for example, retailers and gift card providers can experience spikes during celebrations along with travel card providers during the busy holiday season. These busy periods can create temporary high volumes that are hard to manage just with internal resources.

Stats show nearly 62% of financial institutions outsourced operations to reduce operational costs and enhance digital service efficiency in core processes.
( Business Research Insights ).

Research

An important step after acknowledging that your business needs support in dealing with peak times is research. Looking at your business needs and customer needs, what each outsourcer offers, what kind of business models are they already dealing with and what are the key services to match with your needs.

Multilingual Customer Support

Always focus on your customer needs. If you have a global customer base, make sure you deliver customer support in the languages they speak. This will lead to a quicker resolution as customers can fully understand the message and terminologies in their own native languages.

Multi-channel support solutions

At the same time, an outsourced provider who offer s customer support via multiple channels will support in efficiently dealing with customers queues in peak times. Equally, it will increase customer satisfaction as they can choose to communicate via the channel they prefer.

Outsourcing is often considered an enabler that help businesses to quickly scale their customer service operations to match these spikes without compromising the quality and customer expectations when they reach out for support.

Key benefits of outsourced customer support in peak times

Flexibility – outsourcing teams provide access to highly trained agents who can manage high volumes as needed, all while providing seamless customer support.
24/7 coverage – make sure to find a partner is able to operate across multiple zones or is flexible enough to provide support based on your requirements.
Technology stack – A reliable partner should offer a complete and integrated technology stack. This ensures that they have access to the right tools, platforms, and frameworks to deliver seamless, scalable, and secure customer experiences to your customers.

Business Continuity

A trusted outsourcing partner can not only handle peak time pressure but also provides operational resilience. For example, if internal teams/in house teams face disruptions such as staffing shortages or tech issues, outsourced partners ensure interrupted customer support keeping operations running smoothly, and without affecting customers.

Insight and Reporting

An added value benefits an outsourcing partner should also provide is real-time insights and analytics. This should include:

Insights from customer interaction – to better understand the pain points, gaps in product offerings and common issues to address them.
Volume trends and forecasting – what are the contact drivers and what customers are expecting and adapting to their needs.

These insights will help your business refine strategies and improve service delivery both in the short and longer-term.

Dialect’s COO, Laura Scott, wins the Inspirational Leader at the North East Contact Centre Awards (NECCA) 2025

Thu, 06 Nov 2025 17:23:11 GMT

Dialect’s COO, Laura Scott, wins the Inspirational Leader at the North East Contact Centre Awards (NECCA) 2025

Dialect is proud to announce that Chief Operating Officer, Laura Scott, has been awarded the “Inspirational Leader” Award at the 2025 North East Contact Centre Awards (NECCA), a prestigious programme recognising excellence in customer support across the region.

Laura has been a driving force behind Dialect’s operational success since its early days. Her strategic vision, commitment, innovative approach and ability to inspire teams have played a pivotal role in shaping the company’s growth and culture. Under her leadership, Dialect has built a resilient and customer focused operational team that continues to strive for excellence. Dialect is able to deliver frictionless customer journey, ensuring business continuity and operational resources for our customers within the Payments based in the UK, Europe, US, Middle East and Singapore.

“Laura’s impact on Dialect is immense,” said Neil Wake, CEO of Dialect. “Her leadership style blends empathy with precision, strategic mindset and supportive approach and this award is a well-deserved recognition of the energy and excellence she brings to our organisation every day.”

The NECCA judges awarded Laura for her transformative leadership and her dedication to support talent and collaboration across departments.

This event marks a significant milestone for Dialect and reinforces its commitment to empowering leaders who drive meaningful change in customer experience.

Dialect is excited to partner with Monavate to deliver frictionless second-line technical support

Mon, 29 Sep 2025 09:36:40 GMT

Dialect is excited to partner with Monavate to deliver frictionless second-line technical support

Artwork by Monavate

Dialect, an award-winning customer experience provider within the Payments Sector, is thrilled to partner with Monavate, an FCA-authorised innovative card scheme sponsor. Our partner is a principal member of the major card schemes such as Visa, Mastercard and Discover, with a mission to simplify payments and empower businesses within various industries.

With this partnership, Dialect is providing a second-line technical support team to address technical queries from Monavate clients and partners, ensuring continued service delivery.

Neil Wake, CEO at Dialect, said, “Our partnership with Monavate marks an exciting milestone in Dialect’s journey to revolutionise customer experience in the payments industry. Monavate has innovation and expertise at heart in designing financial solutions, and we’re committed to providing unparalleled personalised support that not only meets but exceeds customer expectations. We are excited to work closely with the Monavate team.”

Mat Peck, CTO at Monavate, added, “As we meticulously enhance every aspect of our Monavate platforms, partnering with Dialect to launch our 24/7 emergency support channel is an important step. Our clients trust us with critical, high-stakes payment flows, and this ensures they have direct access to expert support, whenever the need arises. It’s another layer we're adding to strengthen resilience, reliability, and confidence across our ecosystem."

Both companies share a global footprint, and as they look to the future, Dialect and Monavate are excited to seek out new opportunities for growth and innovation.

About Monavate

Monavate is a Cambridge-based fintech company specialising in cutting-edge payment solutions. Committed to bridging the gap between traditional finance and decentralised technologies, Monavate empowers businesses and consumers with seamless, secure, and innovative payment experiences. Regulated in the UK and Europe, Monavate is an FCA-registered e-money institution and a principal member of Mastercard, Visa, and Discover, providing BIN sponsorship for some of the fastest-growing fintech card programmes.

Founded in 2020, Monavate’s track record speaks for itself:

6.3 million+ cards issued
£6.5 billion+ in processed payments
40+ active programmes across fintech, embedded finance, and Web3
Live in 50 countries across Europe, the UK, LATAM, and MENA (more to follow soon).

Our top 5 key takeaways from SBC Summit 2025 in Portugal

Tue, 23 Sep 2025 08:27:25 GMT

Our top 5 key takeaways from SBC Summit 2025 in Portugal

Our Head of Sales, Lynsey Hoxha, represented Dialect at the SBC Summit in Portugal, one of the leading events in the Gambling and iGaming industry. The event brought together leaders, speakers, regulators, and decision makers to discuss trends, challenges, and opportunities that move the industry forward.

Here are the key takeaways we’d like to share from the event:

Personalised Experience - technology and AI are a hot topic, as they are across every industry, but Gambling and iGaming seem to be changing how the operators are increasingly adopting these technologies to optimise player engagement, while at the same time improving fraud detection. Virtual reality and augmented reality are also gaining traction.
Regulatory compliance remains a top priority – regulations continue to be at the core of sustainable growth in gambling. The event focused on responsible gambling initiatives and data protection.
Cryptocurrency and new payment methods – cryptocurrencies seem to be expanding across the Gambling and iGaming sector too, with operators implementing different payment methods to accommodate players’ needs and preferences.
Collaborations and partnerships stay at the heart of the industry – the event highlighted and proved the importance of collaboration between partners, either operators, technology providers, payment processors or regulators. Strategic partners allow better player experience and access to new markets by mitigating operational risks.
Market expansion and worldwide emerging opportunities – the iGaming market is expanding rapidly around the world, and understanding and meeting the needs of the worldwide players is a necessary priority across the industry.

Attending SBC this year has been proof that the industry is evolving faster than ever, and operators, technology and payments providers, alongside the regulators, are responsible for shaping the next phase of growth within the sector by meeting customers' expectations and building a more tailored user experience.

It’s been insightful to see that the key takeaways directly align with the support Dialect already provides, helping to streamline the customer experience from both a first-line and back-office support perspective!

*Please note that these insights and takeaways reflect our observations of the event. They do not necessarily reflect the views of the event organisers, speakers or other attendees.

Dialect is Delighted to Announce the Appointment of Head of Sales, Lynsey Hoxha

Wed, 30 Jul 2025 10:22:54 GMT

Dialect is Delighted to Announce the Appointment of Head of Sales, Lynsey Hoxha

Dialect is excited to welcome Lynsey Hoxha as our new Head of Sales. Lynsey joins us with over 15+ experience within the Fintech and RegTech sectors, where she has consistently driven growth and built strong client relationships.

Lynsey’s appointment marks an exciting step in Dialect’s ongoing growth journey as we expand our capabilities and deepen our partnerships across the industry.

"I’m excited to join Dialect at such a dynamic time in its evolution," said Lynsey Hoxha. " Dialect team has a unique energy —one that’s fuelled by innovation, dedication and passion for delivering great customer experience. I look forward to working with the team to unlock new opportunities!”

Neil Wake, CEO of Dialect, added: "Lynsey is a great addition to our leadership team. Her experience, strategic mindset, and collaborative approach make her the ideal leader to drive our sales efforts as we enter the next phase of growth. I am looking forward to seeing what we can achieve together."

We are pleased to announce the new partnership with Kaldi

Tue, 28 Jan 2025 13:02:06 GMT

Dialect, an award-winning payments specialist and customer experience provider, is thrilled to offer first-line customer service and back-office support to Kaldi, a UK-based fintech offering savings and investment accounts through its innovative payments app.

Kaldi, dedicated to financial wellness, aims to transform the finances of Gen Z and Millennials by providing simple and effective savings and investment solutions, encouraging them to "save earlier and better." Kaldi customers will receive support via email, while Dialect ensures the safety of customer funds through a robust transaction monitoring solution.

Tailored specifically for Kaldi, the Dialect solution delivers high-quality support for the Gen Z and Millennial client base by understanding the unique needs of Kaldi’s product and customer expectations. This partnership allows Kaldi to concentrate on product growth, while Dialect becomes a trusted extension of the business, guaranteeing exceptional customer support and protecting customer funds.

Neil Wake, CEO of Dialect, said, "We are delighted to announce our partnership with Kaldi. Our shared vision of prioritising customer experience and reducing risk for Kaldi and its customers aligns perfectly. By leveraging our expertise in the FinTech sector, we are committed to supporting Kaldi's mission of providing seamless financial wellness for Gen Z and Millennials, offering the support they need, when they need it."

Mark Burges Watson, CEO of Kaldi, commented, “We are very pleased to be working with Dialect. For our Gen Z and Millennial users to get the most out of our app, they need to have access to high quality customer support. At the same time, that support needs to be both cost effective and scalable. In Dialect we believe we have a partner that can deliver on these two metrics.”

About Kaldi

Kaldi is a UK startup formed in 2022, launching its powerful cashback app in November 2024.

Kaldi was co-founded by business and tech heavyweights Mark Burges Watson and Justin White, who partnered with a common mission to transform the savings habits of UK consumers by getting them to save earlier and better.

Through a mix of angel investment, backing from financial partners and crowdfunding, the Kaldi team were able to create the first savings app to link cashback directly to investing at checkout.

Kaldi empowers savers to “save smart” with cashback from everyday shopping at the UK’s top choices of retailers, auto-invested directly into the user’s choice of low-cost equity index or money market funds. Users can set up their own general investing account or unlock tax savings by investing through an ISA or JISA. Helpful information, saving nudges and top-ups from friends and family are all built-in, taking the hassle out of saving.

Kaldi’s UX has been designed to make saving as effortless as possible and the app easily slots into the user's everyday life, helping them to save without having to spend a penny more.

For more information visit kaldiapp.co.uk

Dialect Communications are working with Committee to provide them with seamless customer experience solutions

Mon, 20 Jan 2025 10:35:58 GMT

Dialect Communications are working with Committee to provide them with seamless customer experience solutions

Dialect Communications, The Payments and Fintech Specialist Business Outsource Provider are pleased to provide a personalised multilingual and multichannel customer experience solution to Committee, the app turning the management of traditional committee collections into a digital experience.

With people and communities at heart, the Committee app is designed to offer the traditional experience of managing a Chit, Komiti, Pardna, Adashe, Ekub, or Esusu’s onto a seamless app.

By leveraging Dialect’s multi language capabilities in the CX sector, combining this with a deep understanding of Committee and what drives queries, customers can expect to receive immediate guidance and support receiving a standout customer experience.

Neil Wake, CEO at Dialect, said, “Dialect are very excited to work with Committee, on their innovative multicultural app by providing personalised multilingual support to assist their customers at every touch point. Dialect is a people focused company, and we understand the importance of clear and effective communication in building strong and long-lasting customer relationships. By offering multilingual support, Committee can be confident customers receive support in their native languages. We are committed to delivering exceptional service and I look forward to collaborating closely with the Committee team.”

Safwan Burki, Co-Founder and CPO at Committee, added, "Committee is an innovative app designed to bring the experience of managing committees and other like-minded traditions into the digital age. Partnering with Dialect ensures our users get the support they need, in their language, so they can focus on what matters. Staying connected and making things happen together."

About Committee

Committee is an innovative app the turning the management of traditional committee collections into a digital experience. Whatever you call it, Chit, Komiti, Pardna, Adashe, Ekub, Esusu; the Committee app is designed with people and communities at heart.

With a focus on fostering connections and empowering communities, the app provides a modern platform that honors the collaborative traditions at the heart of these practices. Committee’s commitment to simplicity, accessibility, and inclusivity ensures that users can focus on building stronger ties with their groups while enjoying the convenience of a digital app.

Dialect are pleased to announce the new strategic partnership with Synalogik

Thu, 12 Dec 2024 15:09:25 GMT

Dialect are pleased to announce the new strategic partnership with Synalogik

Dialect, The Payments Specialist Business Outsource Provider and Synalogik , The Data aggregation and Fraud prevention platform are pleased to announce their new Strategic Partnership.

The Partnership leverages Synalogik’s APP Fraud prevention solution and Dialect’s specialist customer remediation services to deliver a comprehensive and seamless end-to-end APP Fraud prevention and customer management offering for Payments firms and Financial Institutions.

Both companies share the same vision of providing a safer financial environment for end customers and in dealing with the emerging challenges faced by businesses operating in the Payments sector. The partnership is driven by a commitment to innovation and excellence, ensuring Financial Firms receive the most advanced and reliable services available in the industry.

Craig Luther, Head of Sales at Dialect commented, “I am hugely pleased that Dialect is part of this unique solution with Synalogik.Their cutting-edge technology and approach align perfectly with our mission to provide Financial Institutions with robust and efficient solutions. This partnership will enable us to provide a more comprehensive suite of tools that not only protect against fraud, but also enhance the overall customer experience through our joint remediation solution. I am looking forward to working more closely with the team at Synalogik and providing the Payments industry with the best resources to navigate the ever-evolving landscape of Financial Services.”

Lynsey Hoxha, Head of Sales at Synalogik added, “I am thrilled to announce that our partnership with Dialect represents an exciting step forward in tackling APP Fraud and enhancing customer management solutions for the Payments and Financial sector. By combining Synalogik's innovative data aggregation and fraud prevention capabilities with Dialect's specialist remediation services, we deliver a safer, seamless, and more reliable solution for our clients. Together, we're setting a new standard for excellence and innovation in the fight against fraud.
I couldn’t be happier to collaborate with Dialect and look forward to the impact we will achieve together.”

About Synalogik

Synalogik Innovative Solutions Mission Statement: “We strive for a world where everyone is safe, secure and safeguarded from fraud, financial crime or other harm.”

-Synalogik is a pioneer in data aggregation and automation software for rapid completion of investigations, including those that require searching of multiple disparate data sources. By offering company and consumers 360-degree fortification against risk, Synalogik’s flagship product, Scout®, is a trusted tool for many companies across multiple industries.

-Synalogik’s award winning solution, Scout®, delivers a fully customisable platform that seamlessly integrates data into company workflows, offering an end-to-end solution to counter fraud, Anti-money laundering (AML), and to support compliance and investigations. Scout® allows users to collect, detect, validate and comply at scale, in seconds.

-Synalogik’s innovative ‘Pre Transactional Screening’ solution for the banking industry is the first of its kind, revolutionising the fight against Automated Push Payment fraud. To find out more contact sales@synalogik.com

-Scout® allows users to adjust the platform in seconds, saving 85% of the time for compliance and investigations, as well as enabling users to adapt to the ever changing fraud and regulatory landscape.

-Check out https://linktr.ee/synalogik for more information

If you want to find out more about our end to end solution, reach out to Craig Luther, Dialect's Head of Sales or Lynsey Hoxha, Synalogik's Head of Sales:

Dialect Communications are delighted to partner with FinPay to deliver seamless multilingual customer support.

Tue, 10 Dec 2024 14:48:16 GMT

Dialect Communications are delighted to partner with FinPay to deliver seamless multilingual customer support

Dialect Communications, a provider of Payment and Fintech customer experience outsourcing is pleased to partner with FinPay , a prepaid gift card provider based in Poland, to deliver personalised customer support tailored to their clients' and cardholders' needs.

This partnership aims to provide full multilingual customer support for FinPay’s customers through email, voice, and live chat, which can support multiple languages.

The collaboration between Dialect Communications and FinPay is set to enhance the overall customer journey, ensuring that every interaction is seamless and efficient. By leveraging Dialect's expertise in customer experience, gift cards and the wider Payment’s sector, FinPay can deliver multilingual support to its customers promptly addressing enquiries via their preferred channel.

The multilingual capabilities of Dialect ensure FinPay customers based in the Czech Republic receive the support they need in their native language. This approach not only enhances customer satisfaction but also enriches the overall use experience by making every communication personalised.

Neil Wake, CEO of Dialect, expressed his enthusiasm about the collaboration, stating, " We are thrilled to offer FinPay a comprehensive omnichannel multilingual solution, ensuring seamless support for their customers in the Czech Republic. I am confident that our approach will deliver significant value to FinPay's customers by making every interaction personalised and efficient. This partnership is a crucial step in our mission to overcome language barriers and enable businesses to provide fully customized solutions to their clients."

He added, "Our partnership not only supports FinPay's expansion into the Czech market but also facilitates their growth into new markets beyond."

Magdalena Maladyn, CEO of FinPay commented, " “Dialect team has extensive experience in the Gift Card Sector, and their multilingual customer support capabilities have been beneficial, enabling FinPay to expand into new markets seamlessly. Their personalised approach ensures all FinPay customers receive the support they need, when they need it, in their preferred language.”

About Dialect

Dialect is a customer experience optimisation provider delivering seamless 24/7 back and front office solutions. With a global footprint and a wealth of experience in the Payments and Fintech industries, Dialect delivers seamless customer experience solutions across the globe, including the UK, Europe, US, Middle East, and Singapore.

Through the front office solutions, Dialect provides first line customer support to manage all types of queries via voice in 7 native languages, via MultiLect, Dialect’s multilingual live chat available in over 75 languages, as well as email, and social media messaging.

Back-office solutions are designed to manage all operationally resource-heavy activities such as data processing tasks, data entry, analysis and management using proprietary innovative technology. Tasc, their back-office platform is capable of supporting Payments focused tasks such as KYC/KYB enhanced and manual checks, PEP and sanctions fuzzy matches, transactions monitoring and AML flags, refund requests, dispute management such as chargebacks, representments and arbitration cases and customer complaints.

Front and back-office solutions can be easily twinned allowing Dialect to deliver a seamless end-to-end customer experience.

Find more about Dialect at  www.dialectcommunications.com  and follow us on  LinkedIn .

About FinPay

FinPay specialises in providing prepaid gift card programs tailored for shopping centres and retail clients in the Czech Republic. By offering fully customisable solutions and seamless integrations into retail settings, FinPay ensures a flexible and convenient gifting experience for both businesses and consumers. 

The company prides itself on its innovative approach, leveraging extensive experience in the gift card sector and a commitment to meeting the unique needs of each client and their customers. FinPay's dedicated team collaborates closely with retail clients to design and implement gift card programs that align with brand values, delivering a frictionless gifting experience across multiple sales channels. 

Dialect Communications is thrilled to provide seamless front-line solutions to Caxton

Fri, 29 Nov 2024 09:52:49 GMT

Dialect Communications is thrilled to provide seamless front-line solutions to Caxton

Dialect, a BPO customer experience, service optimization and solution expert that provides frictionless customer support solutions within the Payments Industry is delighted to provide a fully integrated front line solution to Caxton , a dual FCA regulated payment service provider, specializing in international payments, travel money, expense management, accounts payable, and faster payroll payments.

Dialect and Caxton share a common vision of delivering 5-star service to customers. This ethos has underpinned their collaboration, with Caxton investing heavily to ensure Dialect became a true extension of its business. This was achieved through months-long intensive training of the Dialect team, ensuring customers received seamless and cohesive support.

This collaborative effort showcases the expertise of stakeholders from both companies, prioritizing customer satisfaction and innovation. By leveraging each other’s strengths, we have crafted a fully personalized solution that not only meets Caxton’s high standards of customer support but also anticipates future needs.

By utilizing its expertise in the Payments and Fintech sectors, Dialect aims to meet the high standards required for assisting Caxton 's customers through consistent and unparalleled support.

Neil Wake, CEO at Dialect, said, “We are thrilled to partner with a pioneer in the fintech and payments industry, delivering exceptional customer support to Caxton’s customers. Our teams have worked diligently to ensure a seamless integration, and I am confident this collaboration will bring significant value to all stakeholders involved.”

Alana Parsons, COO at Caxton , said, “We know that when our customers need support, they expect immediate, reliable assistance. By partnering with Dialect, we’re enhancing our promise to be available 365 days a year. Dialect’s expertise and training of our systems ensures that every call is handled with the same care and attention as if it were from a member of our own team, delivering the seamless support experience our customers deserve, no matter when they need us.”

About Dialect

Dialect is a customer experience optimization provider delivering seamless 24/7 back and front office solutions. With a global footprint and a wealth of experience in the Payments and Fintech industries, Dialect delivers seamless customer experience solutions across the globe, including the UK, Europe, US, Middle East, and Singapore.

Back office solutions are designed to manage all operationally resource-heavy activities such as data processing tasks, data entry, analysis and management using proprietary innovative technology. Tasc, their back office platform is capable of supporting Payments focused tasks such as KYC/KYB enhanced and manual checks, PEP and sanctions fuzzy matches, transactions monitoring and AML flags, refund requests, dispute management such as chargebacks, representments and arbitration cases and customer complaints.

Dialect is focused on providing solutions to meet the sector regulation such as Consumer Duty Forth Outcome, providing seamless services and rich insights and data.

Front and back office solutions can be easily twinned allowing Dialect to deliver a seamless end-to-end customer experience.

Find more about Dialect at www.dialectcommunications.com and follow us on LinkedIn .

About Caxton

Caxton is a pioneering UK fintech redefining payments through its Software as a Financial Service (SaaFS) platform. An FCA regulated business, it has been at the forefront of delivering customer-centric financial solutions for over two decades.

Utilising its proprietary API CXTN, Caxton provides a secure and streamlined means for individuals and businesses to manage and transfer funds easily and quickly through a full suite of payment functionalities, in a safe and user-friendly environment.

Caxton prides itself on its commitment to security, innovation and service excellence.

Dialect Communications is partnering with Yordex to provide industry leading customer experience solutions

Wed, 13 Nov 2024 13:43:10 GMT

Dialect Communications is partnering with Yordex to provide industry leading customer experience solutions

Dialect Communications, an award-winning Business Process Outsourcer (BPO) that provides front and back office solutions in the Payments sector across the globe is thrilled to partner with Yordex, a provider of cards, Ibans and cross border payments helping businesses to offer their own cards and automate their payouts.

The collaboration merges Dialect’s expertise in customer experience within the Payments sector to provide industry leading customer support solutions for the Yordex customer base, ensuring world class customer journeys via voice and email.

At the core of the partnership between Dialect and Yordex is the single focus on ensuring a streamlined and efficient customer experience that consistently delivers world class customer experience aligning the core values of Dialect, Yordex and its own clients.

Simon Collings, Dialect’s dedicated Customer Success Manager expressed his thoughts “We at Dialect are really proud to partner with with Yordex. Dialect's specialism across Customer Support in financial services twinned with Yordex's innovative and customer centric product means a great solution for Yordex's customers. Personally, I look forward to working with the team at Yordex and growing our partnership in the future.”

Shannon, Thompson, Head of Customer Operations) at Yordex, added “We are excited to be working with Dialect as our outsourcing partner, to confidently support our customers and their customer service needs. We have had a seamless experience with Dialect and look forward to our future endeavors with them.”

About Dialect

Back office solutions are designed to manage all operations, operationally resource heavy activities such as data processing tasks, data entry, analysis and management using proprietary innovative technology.

Front and back office solutions can be easily twinned allowing Dialect to deliver a seamless end-to-end customer experience.

Find more about Dialect at www.dialectcommunications.com and follow us on LinkedIn.

About Yordex

Yordex makes it easy for any business to issue cards to their customers, beneficiaries or employees.

They make it possible for their customers to issue cards anywhere in the world using their global network of card issuers. They also issue bank accounts and offer local and cross-border payments ("embedded banking"). Their payments software saves our customers up to 70% of time and money when embedding banking.

Yordex is based in London and was founded by an ex-Worldpay team with deep experience building Enterprise grade payment APIs and financial backend services.

The Future of AML and KYC in 2024: Prioritizing Speed and Customer Satisfaction in Financial Institutions

Tue, 01 Oct 2024 12:21:10 GMT

The Future of AML and KYC in 2024: Prioritizing Speed and Customer Satisfaction in Financial Institutions

The Growing Importance of Customer Experience in AML and KYC Processes

As the financial landscape evolves, speed and customer satisfaction are becoming critical aspects of AML (Anti-Money Laundering) and KYC (Know Your Customer) processes. In 2024, the emphasis is no longer solely on compliance; the customer experience during onboarding is now a key differentiator for financial institutions (FIs).

In a digital-first world, financial institutions need to strike a balance between rigorous regulatory checks and delivering fast, seamless experiences to retain and attract customers.

Recent consumer research from our strategic partner FullCircl underscores this shift, revealing the critical need for FIs to optimize their onboarding processes. The findings show that customer impatience with slow verification processes can be a significant barrier to conversion, driving the need for both automation and manual verification when necessary.

Emerging Trends Shaping Customer-Centric AML and KYC Processes

As technology, regulations, and customer demands evolve, financial institutions must adapt to a rapidly changing environment. Several trends for 2024 emphasise how FIs can meet compliance requirements while delivering an enhanced, efficient onboarding experience.

1. Speed is Key: Fast and Frictionless Onboarding

In today’s digital age, consumers expect near-instant access to financial services, and this is particularly important during onboarding. FullCircl’s research found that 70% of consumers are unwilling to spend more than 10 minutes on the account-opening process . For financial institutions, this means that lengthy or cumbersome KYC processes are no longer acceptable.

Automating the KYC process is crucial to meeting these expectations. However, there are situations where manual verification and enhanced due diligence are necessary, such as when dealing with higher-risk individuals or businesses. This is where a partner offering manual verification services can play a vital role, ensuring that while speed is prioritized, compliance and accuracy are not compromised.

2. Enhanced Due Diligence: The Role of Manual Verification

While automation and digital identity verification (IDV) tools are central to speeding up onboarding, there are cases where manual intervention is required, particularly for enhanced due diligence (EDD). Certain customer profiles or transactions may trigger the need for deeper scrutiny, and having a reliable manual verification process in place is crucial to ensure compliance without sacrificing the customer experience.

FullCircl’s research indicates that 47% of consumers have undergone digital identity verification in the past 24 months , and while many expect this process to be quick, some cases require additional checks that automated systems alone may not handle effectively. A hybrid approach—combining automated solutions with expert-led manual reviews—allows FIs to address potential red flags while keeping the customer journey smooth.

Customer Satisfaction: The Cornerstone of Modern Compliance

FullCircl’s research emphasizes that customers today expect more than just compliance from their financial institutions—they want transparency, ease, and speed. In fact, 50% of consumers who abandoned an account opening process did so because it took too long . This finding highlights the importance of streamlining the onboarding process while providing clear communication throughout the journey.

To meet these expectations, financial institutions must adopt a dual approach—employing technology to handle low-risk cases quickly and implementing enhanced manual verification for more complex scenarios. This ensures a positive customer experience while maintaining the integrity of the compliance process.

The Importance of Flexibility in Verification Methods

Customer preferences vary when it comes to how their identities are verified. FullCircl’s research found that 59% of consumers would feel more comfortable if they had the option to choose their verification method. Offering flexibility—whether through digital ID checks, biometric verification, or manual document review—can improve the overall onboarding experience, enhancing customer satisfaction and trust.

By partnering with experts who provide manual verification services, FIs can ensure that every customer, no matter their risk level, receives a personalized and efficient onboarding experience.

Navigating Regulatory Complexity Without Compromising Customer Experience

The regulatory environment around AML and KYC is becoming more complex, and financial institutions must ensure they stay compliant while also meeting customer expectations. 35% of risk executives surveyed believe that compliance and regulatory risk pose the greatest threat to their company’s growth , underscoring the need for FIs to invest in both cutting-edge technology and manual verification processes that can handle intricate compliance requirements without causing delays.

Manual verification plays an important role when more nuanced, high-risk cases arise. Enhanced due diligence, conducted manually, ensures that potential risks are thoroughly evaluated, safeguarding FIs from compliance violations while keeping customer satisfaction intact.

Tools and Solutions for Optimizing the Onboarding Experience

To strike the right balance between speed, satisfaction, and compliance, financial institutions are turning to a combination of advanced tools and manual processes. The most effective solutions include:

Automated KYC Software
Automated KYC solutions allow FIs to verify and authenticate identities quickly and accurately. With 70% of consumers unwilling to spend more than 10 minutes on account opening , automated tools help reduce the time it takes to comply with regulations. However, when additional checks are needed, manual verification ensures the accuracy of the process without interrupting the customer experience.
Manual Verification for Enhanced Due Diligence
When onboarding higher-risk customers or dealing with complex scenarios, automated systems alone may not be sufficient. Manual verification, especially during enhanced due diligence, ensures compliance and provides the human oversight necessary to navigate nuanced cases while maintaining a smooth customer journey.
Digital Identity Verification (IDV )
Leveraging biometric verification and other advanced technologies for low-risk customers accelerates onboarding. However, giving customers flexibility in choosing their preferred method of verification, including manual review, ensures a comfortable and secure experience for everyone.
Ongoing Monitoring and Perpetual KYC
Continuous monitoring of customer profiles helps FIs detect any changes in risk levels, allowing them to react quickly. This ongoing monitoring also reduces the need for repeated verification, enhancing the customer experience and maintaining regulatory compliance.

Building Trust Through Transparency and Security

In today’s financial landscape, trust is a key differentiator. FullCircl’s research reveals that 70% of consumers trust traditional banks over other financial platforms, highlighting the importance of security and transparency. By openly communicating their security protocols and offering clear, easy-to-understand onboarding processes, financial institutions can build trust with their customers.

How FullCircl and Dialect Can Help

As AML and KYC processes continue to evolve in 2024, financial institutions that prioritize speed, customer satisfaction, and compliance will be better positioned to thrive. By integrating FullCircl’s cutting-edge solutions with manual verification services, FIs can ensure efficient onboarding, handle enhanced due diligence seamlessly, and build stronger relationships with their customers.

If you’d like to learn how FullCircl and our manual verification partner can help redefine your AML , KYC, and KYB strategy, book a demo today.

As the regulated framework related to customer onboarding is complex, achieving accurate compliance in this process requires a combination of advanced automated technology and the integration of human touch offers direct support and expert analysis.

FullCircl and Dialect’s hand-in-glove approach to automated KYC and KYB checks facilitates fast and frictionless customer onboarding which ensures compliance with regulatory requirements.

If you want to find out more about how we can twin this with our IDV partner to provide a fully end-to-end solution to enhance your customer onboarding process, drop us a line at hello@dialectcommunications.com

Shortlisted 3 times at the North East Contact Centre Awards (NECCA) 2024

Wed, 25 Sep 2024 12:27:12 GMT

Shortlisted 3 times at the North East Contact Centre Awards (NECCA) 2024

We are excited to be shortlisted again for the third time at the North East Contact Centre Awards (NECCA), a reputed awards programme, recognising individuals, teams and organisations from the Contact Centre industry.

Our Finance and Office Manager, Tanita Scarola, has been shortlisted for the “Support Superstar” individual category and she truly deserves it!

We have nominated Tanita for her commitment and devotion to continuously supporting our team across all the departments.

In the organisation category, Dialect Communications has been recognised finalist twice, for “Outsourced Contact Centre of the Year” and “Contact Centre of the Year (under 250)”

COO at Dialect, Laura Scott, added “ I am so excited for Tanita, our Finance and Office Manager and all Team Dialect for being shortlisted this year at NECCA. This recognition validates our hard work, passion and dedication to the Contact Centre sector we operate in. I am looking forward to the next stage of the judging session and of course the Award Evening” .

Soon we’ll have the second stage of judging, where we’ll showcase Dialect, so keep your fingers crossed for us!

The Award Night will be on the 8 ^th of October, where the winners will be awarded.

How Dialect establishes long-term relationships with partners

Fri, 09 Aug 2024 14:31:10 GMT

How Dialect establishes long-term relationships with partners

Establishing trust with customers is essential for any business to function effectively. In contrast to other BPOs that may focus just on an exchange of services and transactional aspects, at Dialect, we prioritise building strong, long-lasting relationships with partners.

We believe that trust is the cornerstone of any successful partnership, and we strive to go beyond the transactions to create meaningful connections. Our team is dedicated to understanding the unique needs and goals of each client, ensuring tailored solutions that drive mutual growth and success.

Simon Collings, our Customer Success Manager plays a crucial role in delivering successful solutions to our clients. He has established strong relationships through trust and transparent communication.

In the following interview, we will explore how Simon ensures seamless client relationships and how understanding their unique needs shapes our approach to providing exceptional solutions.

How does Dialect build strong relationships with partners?

We promote open communication and consistently deliver on our promises – each customer is unique in the complex Payments and Fintech sectors, and we are committed to delivering tailored solutions.

Equally, we become more than just a brand extension delivering branded solutions. We become their business extension – we understand their needs, support them in expanding to new territories, and help them navigate the complexities of the global market from a customer experience perspective. Our commitment goes beyond the transactions; we build lasting partnerships grounded in trust and mutual growth. By leveraging our expertise in the Fintech and Payments sectors and our operational resources and experience in the Customer Experience sector, we empower our clients to achieve their goals.

What are the key factors in building strong relationships with customers?

Know your customer – similar to KYC or KYB, this is the first step in all our partnerships – we actively listen to their business needs, and we want to know what outcomes they are expecting from partnering with us. Also, who are their customers, but most importantly what are their pain points to leverage our experience in building a truly personalised solution to meet their needs.

Proactive approach - by truly understanding our client’s business model and their needs from the outset of our partnership we can tailor our services to exceed customers' expectations. Through our proactive approach, we establish deep connections with our clients leading to lasting relationships. Our commitment to excellence and our experience as a team in dealing with Fintech and Payments companies enable us to deliver seamless customer experience journeys around the world.

Open communication and regular meetings/checks – communication is key, and it plays a crucial role here at Dialect. Communication is really what defines us as a company and we set up regular meetings with clients, keeping them updated with everything regarding their customers and our interactions with them. We monitor all the interactions with their customers and for example, if we notice a recurring issue that multiple customers are reaching out to us about, we always notify the client to ensure they are aware of it.

Provide value in our partnership – with our clients, we don’t have just a usual supplier-customer relationship. We build meaningful relationships and we support them with all our resources in their expansion plans or reaching new markets. We ensure that, from a customer experience perspective, everything runs smoothly, and their customers are in good hands, no matter where they are from or what language they speak – our CX Advisors are native speakers so we understand and tailor our communication to each culture.

Also, our leadership team has over 30 years of experience and expertise in the Fintech and Payments Sector and we support our customers in all their growth stages.

Feedback – it plays a key role in every partnership we have at Dialect. Through open and transparent communication, receiving feedback is a gift, as our Head of Customer Experience, Helen always says, helping us pinpoint areas for improvement. We are committed to open communication, allowing us to build strong connections with our partners.

How do our solutions bring value to our customers?

From a product perspective, our technology-led product MultiLect offers great value to our clients in their expansion plans, reaching new target audiences with native and accurate live chat solution available in 75 languages.

Additionally, offering support via a wide range of channels including voice, email, live chat and socials brings a lot of value as this requires lots of operational resources if managed in house.

Also, I will mention here our newly launched product – Tasc, our back office platform designed to manage all resource-heavy activities in the Payments sector in one place. Tasc is developed by the Dialect team and easily centralises all the office processes in one platform.

How does Dialect stay updated with clients’ evolving needs and industry trends?

By keeping a close eye on the ever-changing needs in customers’ interactions and data, we tailor our solutions based on customers’ needs from a customer experience point of view to make sure we offer the best in class journeys.

We actively attend events and webinars in both sectors to keep updated with all the trends in the industries and tools that can enhance customers' experience. At the same time, we want to keep the human touch in our interactions with customers as empathy cannot be replaced by any technology and often people, especially in the sector we operate, are looking for empathy and real human support.

Can you share an example where a long-term client relationship led to significant business growth?

All our partnerships have supported ongoing growth of Dialect, expanding our service offerings and our team bringing new skills and experience to our business.

I would like to highlight a successful partnership that significantly boosted our business with a BaaS provider. Their expansion goals aligned with our dedicated team on both day and night shifts, leading us to adjust our operating hours from 8 AM to 8 PM to 24/7, guaranteeing full support globally.

What does Dialect mean by Partnership

admin@dialectcommunications.com (Matthew Hutchinson) — Fri, 05 Jul 2024 14:31:17 GMT

What does Dialect mean by Partnership. A chat with Dialect Head of Sales Craig Luther with Bianca Gheorghiulescu, Dialect Marketing Lead

At Dialect we believe that Trust in partnership serves as the cornerstone of successful relationships.

In the Payments sector, choosing the right trusted partner is essential.

When companies are looking for a partner, they should prioritise transparency, open communication and real value. Partnerships must deliver more than creating a purely transactional relationship.

To understand further the importance of Partnerships here at Dialect and perhaps within the wider Payments Sector, I asked our Payments Guru, our Head of Sales, Craig Luther his thoughts.

With over 13 years of experience in the Payments with businesses such as EMIs, BaaS provider and Payments Processors, Craig defines and implements Dialect’s sales strategies, driving and forging long-term partnerships.

Bianca – On returning from Money20/20 as part of a round up you stated “People do business with people, not bots." What do you mean by this? Give me a bit more depth.

Craig - If I can just clarify that statement a little; a few years ago my first Boss and something of a mentor in Sales told me; “People do Business with People”.

I believe this whole heartedly. Solutions and technology are cold and often complex. We need the relationships that go alongside these to build the connections, trust and comfort to allow business partnerships to grow and expand.

In the payments world we aren’t just moving boxes.

Often, we are selling complex and emotive services, or solutions and we need to know we have in our partners someone we can trust to deliver, be accountable and clear on their responsibility to support their partner.

Bianca - What are some of the ways Dialect go about establishing a robust partnership?

Craig - Trust is key. From the very outset the team here at Dialect focus on open and clear communication. Authenticity of engagement and clarity on the solutions we offer are in place from day one.

We avoid overstating our capabilities – luckily, they are pretty broad as it is – and make sure we deliver on what we say.

Understanding. The senior team here at Dialect has many years of experience in the payments sector and we always focus on our partners business, what it is they do, and what they are seeking to do and how we can help them. A real understanding of our partners business, business model and roadmap means we can help them in many more ways.

At Dialect we have the idea of a trusted Advisor. As we very often support partners on key operational or customer centric processes allowing us to provide oversight and reporting on these areas we can discuss where challenges are identified and due to our wide partner network, we can often introduce businesses who can help if the solution falls out of our remit.

We don’t claim to be experts on everything but luckily, we know lots of experts on lots of things.

Bianca – You talk about Trusted Advisor; do we need to be careful on the Advice we give?

Craig - 100%.

For example, we aren’t compliance and regulatory specialists or management consultants by any stretch and we don’t claim to be.

What we are is experienced and with a great sense of best practice across many areas. Where we can help a lot is as a sounding board or as an additional opinion on any thoughts or considerations your business may have.

For instance, we try and get a deep understanding of our partners roadmaps so we can call out any areas we can help on.

Bianca – In the office you often talk about true value in Partnerships. What do you mean by that.

Craig - The focus on value is hugely important. That goes for us, our partners and indeed the wider industry.

I am always mindful of, what value do we bring? At a business level we can support on operational efficiency, cost savings, increased oversight and so on but what more do we bring to the relationship?

Often, we can introduce new opportunities to our partners via our existing network and relationships. For some of our key strategic partnerships we can offer value added services, bedded into their technology stack. For others we offer access to a partner network to help them shape and build their business.

It is so important to us that the relationships we have always bring value.

Bianca - Why do businesses choose to partner with Dialect?

Craig - I think there are a few reasons here.

One we solve problems. We actually help with challenges faced and smooth the challenges out.

We build strong relationships. Very often with a partner we will have been talking for some time on shaping up a solution and understanding what they need. By the time we formalize the partnership trust and engagement has already been well established.

We strive to bring value. I keep on about it but it’s so important that communication is open and clear and we bring more to the relationship than our solutions. Which are excellent by the way.

Lastly can I say because of my hair?

Another milestone achieved: Dialect has been accredited by the Contact Centre Management Association

Thu, 13 Jun 2024 15:30:35 GMT

Another milestone achieved: Dialect has been accredited by the Contact Centre Management Association

We are excited to announce another milestone here at Dialect – obtaining our accreditation through the Contact Centre Standards Framework from the esteemed Contact Centre Management Association (CCMA), the longest established contact centre association in the industry here in the UK.

This accreditation shows our unwavering dedication and commitment to deliver exceptional customer support and operational efficiency.

Navigating the Contact Centre Standards Framework has been a rewarding experience for Dialect, reflecting on our growth and commitment to deliver high quality services for our global client base.

Through the Contact Centre Standards Framework, we’ve been able to gain comprehensive feedback, insights and recommendations from the contact centre experts at CCMA who guided us through our accreditation journey.

Laura Scott, our Chief Operating Officer (COO) has played a key role in our Contact Centre Standards Framework journey, leading to our accreditation.

Laura added “We are delighted to mark another milestone here at Dialect – securing accreditation by CCMA, the most valuable association within the contact centre industry in the UK. Our Accreditation process has been great, involving comprehensive evaluations, feedback and insights from the team at CCMA, but also helped with reflection on our growth efforts and solutions for our customers.”

Human touch in the digital age: Redefining Customer Relationships In Contact Centres

Fri, 31 May 2024 12:05:17 GMT

Human touch in the digital age: Redefining Customer Relationships in Contact Centers .

An interview with our Head of Customer Experience, Helen McCaine

Introduction

In today’s digital landscape, where technology is evolving rapidly, companies become early adopters for its range of benefits which include flexibility, cost savings, and increased productivity. However, with these advancements come challenges that organisations must navigate to stay ahead of the curve. Adapting to new technologies requires a strategic approach and willingness to embrace change. Companies in the Customer Experience sector that are quick to innovate the market through the integration of new tools in their operations are indeed better positioned to thrive in the competitive business market.

But what about human interaction in this ever increased digitalization era and what customers are looking for when they need support?

In an interview with our Customer Experience Expert here at Dialect, our Head of Customer Experience, Helen McCaine, who brings vast experience in the CX sector, we’ll delve into the importance of bringing the human touch to the Contact Centre and how this helps businesses to stay ahead of the curve.

With your extensive experience in the customer experience sector, how do you see the role of human touch evolving in contact centers, especially as more and more digital tools are available?

While digital tools have undoubtedly transformed our operations, making processes more efficient and data-driven, the human touch remains indispensable. Customers value empathy, understanding and personalised interactions that technology alone cannot provide. Striking a balance between leveraging technology and maintaining a seamless human connection is key. As our digital world advances, the needs of our customers will change. There will always be a customer base that will need the human touch and there will be more that don’t, due to technology and self-serve options.

Before delving into the in-depth subject of the importance of human touch importance in the CX Sector, why is this so essential in the Contact Centre Ecosystem?

The human touch in the Contact Centre is crucial because it provides genuine connections between customers and the company. In an era where automation and AI are frequent, maintaining a personal connection with customers ensures that customers feel valued and understood. Additionally, this emotional engagement can significantly enhance customer satisfaction and loyalty.

Speaking to an Advisor brings empathy and understanding to the interaction that automated systems lack. When customers encounter problems that cause worry or concern, they naturally seek to speak with a real person to ease tension and provide reassurance. In the Payments sector where we specialise, for instance, if a customer is concerned about a lost or stolen card, they prefer speaking with a person to ensure their funds are safe. In such cases, human interaction automatically brings trust and empathy.

Could you please provide some examples of how businesses can implement this human touch effectively?

One effective method is through personalised communication – a method we use here at Dialect, where our agents are trained to actively listen to customers, empathise with their concerns and provide tailored solutions. Using the customer’s name, acknowledging their history with the company and showing interest in resolving their issues can make a big difference.

From an operational perspective, to enhance customer service, companies should offer a variety of channels. This includes efficient options of interaction such as live chat, as well as more personal interaction channels such as voice.

Additionally, integrating social media platforms and email as ways of interaction can fulfil different customer needs, ensuring seamless customer experiences.

How does this approach of integrating the human touch can help businesses stay ahead of the curve in the competitive CX landscape?

By prioritising the human touch, businesses can differentiate themselves from competitors who rely heavily on automation. While technology is essential for efficiency, the human element adds an emotional touch that machines cannot replicate. This not only enhances customer satisfaction but also builds long term relationships.

Adding the human touch doesn’t mean abandoning technology. Customers might prefer an interaction via live chat, for example, rather than calling when they have a query. By using a blend of both personal interactions and advanced technology, businesses can create a seamless and efficient customer experience for their customers. Live chat can handle generic queries and provide quick responses, whilst more complex issues can be handled by human representatives via voice, who offer empathy and a better understanding of the situation/concern of the customer.

Businesses can use technology to enhance and strengthen human relationships, as well as to evaluate and improve their product offerings when required. Using data analytics can help in understanding the root causes of customer queries and identify common issues that lead to customer contact.

Adapting customer feedback to operational development is crucial. Engaging with customers to understand their preferences and pain points, allows businesses to continually refine their approach, ensuring that the balance between human touch and tech efficiency is always optimised.

What are the benefits when businesses successfully blend the human touch with the new technologies in the CX sector?

Creating better customer journeys for customers – customers appreciate the convenience, flexibility and speed that technology offers combined with the empathy, warmth and understanding that only a human provides. This approach builds stronger relationships with our customers based on trust. Whether through live chat, email or a call, we must ensure that customers receive the support they need and, at the end of the interaction, customers are happy and satisfied with the support received.

What advice would you give to companies looking to innovate in their customer experience strategies?

My advice would be to always keep the customer at the forefront of any innovation. Technology should be seen as an enabler, not a replacement for human interaction. It’s essential to continuously gather and analyse customer feedback to understand their needs and preferences for interaction. Companies should also be willing to experiment and understand the new technologies in the Contact Centre, as the digital landscape is constantly changing and evolving.

Choose the right people with the right expertise and technology. A guide all about outsourcing benefits, tips and myths and misconceptions.

Thu, 02 May 2024 13:25:10 GMT

Choose the right people with the right expertise and technology. A guide all about outsourcing benefits, tips and myths and misconceptions.

An interview with our Chief Operating Officer (COO), Laura Scott

When companies opt to outsource customer support, they can effectively concentrate on business growth while skilled professionals handle customer support operations. Utilising cutting-edge technologies and bringing a wealth of knowledge and vast experience specialists ensure the delivery of seamless customer experiences.

We couldn’t find a better fit than our Customer Experience Guru, Laura Scott, Chief Operating Officer at Dialect to talk about all things outsourcing

With our Chief Operating Officer’s extensive expertise in the customer support sector, we will explore various questions you might think of before, but never quite found the answers to. Laura will delve into the significance of offering seamless customer solutions whilst exploring why outsourcing is beneficial where in house operational resources are limited or when the primary focus is on the core business functions.

Coupled with her customer experience knowledge, Laura has within the Fintech and Payments sectors, advocating the importance of the seamless customer experience at events, webinars, whitepapers and reports and why it is an integral component to any success payment solution.

Before moving to the in-depth subject of outsourcing, what does it really mean to outsource the contact centre support?

Outsourcing your contact centre support is about prioritising your customers' needs while also focusing on your business needs and allowing a specialised third party in the customer support sector to handle it. Choosing the appropriate outsourcing company is crucial, as businesses need to ensure that the third-party company becomes an extension of their brand, rather than just a typical client-partner relationship. We find our clients hold the same values as Dialect when it comes to looking for a partner, open, honesty, trust and a deep routed knowledge of the payments industry.

When choosing an outsourcing company for your contact centre support, it is important to prioritise finding a partner that understands the unique needs and preferences of your customers. No client solution is the same, every client and the customers are unique and in turn the services we offer are aligned to this, we don’t offer any off the shelf solutions to our clients. We spend a lot of time really understand our clients, and in turn their customers, and this approach is throughout the entire partnership.

You said choosing the appropriate outsourcing company is crucial, so how we can find the appropriate company and what are the main benefits of outsourcing customer support when finding the right outsourcer?

Finding the ideal outsourcing partner involves aligning with your business needs but more significantly, aligning with your customers’ needs. Aking the right questions and in turn aligning solutions that address challenges is critical – how do your customers make contact, when, how often and why are some of the fundamental questions, then its delving deeper through exploratory sessions. Also, technology plays an important role as the outsourced partner must have a technology stack that is built not just to route queries correctly, but also to provide analytics and reports based on interactions with your customers.

Collaborating with the right outsourcer provides numerous benefits, increased customer satisfaction and engagement, bring new insights, different, investment in leading technology solutions, boosting efficiency, improving ROI, and ultimately elevating customer satisfaction, leading to improved business outcomes.

For me, above everything is trust, your clients must have high levels of trust as outsources are handling their most important asset, their customers.

Here are Laura’s key areas that companies should ask themselves before outsourcing;

Prepare in advance

Develop a detailed plan to cover all the business and operational goals, objectives and expectations of the outsourcer. Having clear objectives supports you in getting a solution that is designed specifically to your requirements. This also removes any ambiguity or surprises later down the line that impact the partnership.

Prioritise expertise

Ensure the company you are looking to outsource with has the right expertise, knowledge, and experience to respond to your customer support needs. Look for outsources who have specific experience in your industry as they will more likely understand your challenges and how to build solutions that work. Ask them for case studies and testimonials which they should always be happy to share.

Brand identity and voice

Your company’s brand identity is crucial, and it must be maintained through all the channels, internally and externally. Your brand and tone should be consistent throughout every point of customer interaction. It’s essential to share your brand guidelines with the outsourcer and ensure they will maintain your brand’s voice through all the communication with your customers. Ask to be involved or host dedicated sessions with their team to really embed your brand.

Maintain a proactive communication with your partner

Ongoing communication with the outsourcing partner is crucial, allowing you to discuss progress, pain points and strategies to support, but also share updates, reports, and analytics about interactions with your customers and touchpoints.

Personalisation is key

Make sure the outsourcer can provide personalised solutions based on your business and customer needs. Also, ensure they can easily scale their services as you grow and expand to new territories. No solution ever looks the same, clients and their customers' needs will differ and a great outsourcer should identify this and share a bespoke solution. And personalisation can come in many different forms, from the channels used, hours of operation, language skills and MI.

What are the common challenges outsourcers can overcome with ease?

Language barriers – different languages and cultures can lead to miscommunication and might affect customer satisfaction. Companies that are looking to outsource must choose an outsourcer that provides support in multilingual languages with the opportunity to add the languages that your customers speak. Outsourcers have a unique ability to be able to scale teams quickly and efficiently but they also have access to leading tech to address those language challenges.
Time zone challenges –Teams are already in place operating 24/7, so companies can offer high levels of continuous customer service but pass on economies of scale to clients.

Outsourcing has long been a topic surrounded by myths and misconceptions.

What are the most common myths and misconceptions about outsourcing?

Myth 1 – Outsourcing is just for large organsations

One common myth is that outsourcing is only beneficial for large enterprises, but in reality, businesses of all sizes can benefit from outsourcing by gaining access to specialised skills and resources that may not be available in house.

Myth 2 – Outsourcing takes longer than in house development

Another misconception is regarding the fact that outsourcing takes longer than in-house development, in most cases outsourcers bring a wealth of experience and expertise within the industry along with all the resources in place so they might finish your project faster than an in-house team as their focus is to delivery specific objectives. Often outsourcers already have the tools and resources in place that in house teams may have to build from the ground up.

Myth 3 – I might lose control over the project while choosing to outsource

I’d include here another myth, regarding the concern about losing control over the project if managed by outsourcing companies. This perception might be understandable, but choosing the right outsourcing partner guarantees adequate control, visibility, transparency, and ongoing collaboration. The outsourcer will become the extension of your company while maintaining your company’s brand voice through all the interactions with your customers. A good outsourcer will continually communicate key milestones.

Pay360 2024 exhibition

Thu, 25 Apr 2024 12:48:55 GMT

Pay360 2024 exhibition

On 19-20 March, we exhibited at Pay360, the largest event in the Payments and Fintech sectors in the UK organized by the Payments Association.

We showcased our front and back office solutions, connecting with both new and familiar industry peers.. Additionally, we hosted a Drinks Reception on the first day, offering a chance to network with our partners, and clients, and forge new relationships.

Consumer Duty’s Consumer Support Outcome – What does it mean and what are the opportunities it brings? An interview with Neil Wake, CEO of Dialect

Thu, 18 Jan 2024 16:17:16 GMT

Consumer Duty’s Consumer Support Outcome – What does it mean and what are the opportunities it brings?

An interview with Neil Wake, CEO of Dialect

Consumer Duty regulation came into force in the UK in July 2023 for new and existing financial service products. In July this year we will see it applied to closed products or services. The Consumer Duty fourth outcome is something of a specialist area at Dialect and our CEO, Neil who brings vast experience in both sectors – Fintech and Customer Support.

Before we get into the nitty gritty Neil, what is the Fourth Outcome of Consumer Duty and what does it really mean?

The fourth outcome of the FCA (Financial Conduct Authority) Consumer Duty legislation requires Financial Firms to implement and design solutions to meet their customer’s needs in terms of access to support when they need, and in a format which best meets the customer needs. This includes provision and support for those who are vulnerable. It is important to remember the FCA say frequently “Consumer Duty is not a once and done exercise” this means the provision must be robust, durable and ongoing to ensure requirements are met.

At the core of Consumer Duty legislation is the previous directive on treating customers fairly (TCF) .If we take the tenant “support they need, when they need it” – How does this align with the regulations and refer back to Treating Customer’s fairly?

For many years our industry has thrived and grown on the development of technological solutions for customer problems. We must ensure that the support available across these solutions and services retains the core value of being customer centric and ensuring the ongoing needs of the customer are met.

Firms must ensure they have the right resources in place to support customers whether that customer is abroad on their holiday miles away, it is, Sunday morning or very late Saturday night. The customer must have access to necessary support and assistance.

To ensure optimum alignment with customer need a range of contact methods is suggested to ensure customer preference or overt requirement are met. Some customers may regularly use in app Chat and never dream of using phone to speak to someone, but some user demographics or vulnerable customers may prefer to speak to someone to offer more in person guidance and comfort.

Vulnerable customers are very varied and the FCA highlights within this area people for whom English is not their first language. Financial firms must consider this requirement for customers and provide multilingual solutions where needed to make sure customers are supported and treated fairly.

The key here is though, planning and application.

You mention multiple channels of contact there, why is it important to provide a wide range of methods of interaction for customers?

People are different – there are no 2 people the same.

Their queries and support needs may also be different. A question about what documents can be used to open an account can perhaps be managed by chat or email but very often we see a clear preference for voice contact when discussing account matters, balance issues or transaction queries. One channel of interaction won’t fit all customers.

Continued review of customer engagement – query types, channel s used and customer satisfaction ensure ongoing tailoring and efficiency and come back to the FCA idea that Consumer Duty is not a once and done task. This is about ongoing and invested customer engagement.

Based on your experience at Dialect, your previous experience in Payments and the high level of best practice you see your partners engaging with their customers, what advice would you give to Payments businesses to meet Consumer Duty’s fourth outcome, consumer support?

Know your customers. Who are you looking to serve? What are their needs? How do you think they will communicate and what about?

Plan and review your customer journeys. New businesses need to look at customer experience of the solution offered and what this may throw up. Existing businesses should be actively reviewing customer journeys and ensuring they are optimal.

Meet your obligations to vulnerable customers. To be best in class do all you can to ensure all customers feel included, supported and visible.

Review your data. Work as a business or with a partner who will feed back information on customer experience to ensure it is always optimal and successful. Never leave it alone.

We have looked at the idea of Consumer Duty, some of the requirements and guidance on it, but what are the opportunities?

To be honest, the consumer sector is challenging. Increased regulation applies increased rigour which translates to time, effort and cost and the revenue side of the sector can be exacting, but if you as a business are able to get it right the opportunities are huge.

Some businesses have made strategic decisions to pull out of the sector due to these pressures but if you can build a solution that meets requirements the market is there.

Customer loyalty and advocacy cannot be underestimated and the value of retaining customers is clear.

As with every new regulatory development or change in our sector it often starts as a challenge but there will be opportunities created which some businesses will capitalize on.

And the winner of the “Special Judge Award” is… Dialect!

Wed, 15 Nov 2023 17:10:56 GMT

And the winner of the “Special Judges Award” is… Dialect!

We are thrilled to announce we won the “Judges Special Award” at the North East Contact Centre (NECCA) Awards 2023!

On Friday, 10th of November, #teamdialect attended the NECCA Awards Gala. Receiving the “Judges Special Award” is a testament that our team is special and our commitment to excellence to deliver customer experience solutions to our customers in a unique way has been recognised by the professionals in the industry.

Our achievements, work culture, dedication, and unique skills in delivering customer experience solutions were recognised by all the Judges and we have received more than a category award, we received the “Special Judges Award.”

It was a journey that we enjoyed a lot – from the application where we had the chance to reflect on our achievements, 2 Judging days in our office where we had the pleasure to meet our Judges, where we shared Dialect’s story to the Awards Night where #teamdialect won!

Laura Scott, COO at Dialect said “WOW! It’s incredible to receive recognition of the fantastic team that we have built! Standing on the stage, with many of the Dialect team was a proud moment! The comments from the judges have been phenomenal and echo all the work so far, to build out something truly special. Let the celebrations begin!"

Helen McCaine, Head of Customer Experience at Dialect added “What a night, I’m still smiling! It was great to be recognised by the Judges for how far we have come in such a short time. I’m very proud of my Team at Dialect and it was fantastic to see so many of our Dialect Diamond winners attend the event. Their faces and screams said it all when we won! I’m delighted to be part of the Dialect family and look forward to our exciting future.”

Being a winner and shortlisted for 2 other categories in the industry among the big national companies such as Barclays, Atom Bank and Sage shows how dedicated and unique our team are and how our last year's hard work paid off in being recognised by the industry professionals and awarded by the Judges.

How often do you check your customer reviews?

Wed, 25 Oct 2023 09:05:44 GMT

How often do you check your customer reviews?

The importance of customer voice and opinion and the results of our poll

In our recent poll, we asked our LinkedIn audience “When did they last check Trustpilot?”. Unsurprisingly, more than 66% said less than a month ago, while 17% said less than 3 months ago, and 17% said over 3 months ago.

Interesting results; and as we suspected our LinkedIn friends do have a sense of the importance of customer voice and feedback: after all “ Feedback is a gift” to quote our Head of Customer Experience here at Dialect, Helen McCaine.

Customer reviews and feedback are an essential tool in building a trusted relationship with customers. They expose direct customer experience and do provide invaluable insights into what works well and what needs improvement.

As a business, listening to, understanding and responding to customer feedback is critical in shaping your company's reputation. Positive reviews provide reassurance that a company is reputable and that its products, services and customer support are of high quality.

One of the most significant benefits of customer reviews is that they represent an important step in the customer’s decision-making process, and they influence your potential clients in regards to choosing your services.

“89% of global consumers say checking online reviews is part of their buying journey”. (Trustpilot)

Gaining customer trust in a highly competitive industry is more important than ever. Indeed many commentators are seeing high-quality customer engagement and experience as table stakes within the industry now and a key element in the retention of customers and winning market share. By listening to your customers’ feedback and addressing concerns, a business can show that it values its customers and is committed to providing the best possible experience.

“74% of consumers say that reviews increase trust in a company”. (Finances Online)

Businesses must never cease to take action to strengthen their relationship with customers and find solutions which focus on customers’ needs.

Whether you have a solution in place which could be enhanced or optimised or if you need support in building a customer experience solution from the ground up Dialect can help with guidance and support.

Through our omnichannel personalised solution, we are able to support your customers via multiple channels, such as voice, email, live chat and social media messaging as well as offering you back office task processing to deliver a continuum of holistic service with no gaps.

We can help you can help you deeper satisfaction, loyalty to and advocacy for your business.

After all “We speak your language”…

10 Reasons “outsourcing” is no longer a dirty word

Wed, 11 Oct 2023 10:36:38 GMT

10 Reasons “outsourcing” is no longer a dirty word

-a guide to the benefits of outsourcing in optimising your business

In our industry in which customers’ needs and expectations can be fluid and businesses try to differentiate themselves from their competitors by delivering exceptional services tailored to the needs of users, outsourcing is not a dirty word.

Managing all of the operational functions of a business can become challenging keeping you busy finding, hiring, and developing the talent and managing the technology to maintain everything in-house.

What are the benefits that make outsourcing no longer a dirty word?

1. It enables you to concentrate on your core business

Outsourcing has become a feature which helps businesses grow by letting expert teams become an extension of your team and manage key business operations. Allowing you to focus on core business needs such as expansion and growth.

“65% of companies said outsourcing helps them to focus on core functions.” (Deloitte)

2. Cost-effective

Many companies believe outsourcing costs are bigger than managing in-house. However, outsourcing services and functions typically are a cost-effective tool for companies as Business Process outsourcers (BPOs) can manage and embed all the costs of operational processes, hiring and sustaining new talent as well as the latest technology (for example, cloud-based and Artificial Intelligence-based technology).

“63% of companies mentioned cost-cutting as a key benefit of outsourcing.” (Deloitte)

3. Resource efficiency

Hiring, training and establishing talent, and the ongoing management of the business in-house takes time and can delay and remove focus away from the growth of your business. Outsourcing can help businesses to develop and scale up quickly based on their current needs. Outsourcing saves time and effort by delegating services and functions to external experts who have the skills and experience to complete them quickly and efficiently.

4. Access to specialised expertise

By outsourcing your operational functions, your business and your customers will benefit from expertise in the sector. High-quality outsourcers have a wealth of experience and knowledge to help shape and optimise your business processers and customer experience.

5. Consistent support and guidance

Outsourcing offers the advantage of receiving ongoing support from specialists covering the customers’ needs, tailored engagement, best practice, rich monthly reporting, and regulatory guidance. The ongoing support and oversight from specialists benefits all business and allow them to understand their customer engagement successes and where improvements can be made whether they are startups, scaleups or large enterprises.

6. Customer retention

Customer retention is an essential aspect of a successful business. Customers quite simply are your business. By outsourcing the main function of your offering, you ensure your customers are receiving specialised and seamless services that keep them happy and bind them to your brand.

The voice of your customers is a key and often neglected element of your engagement with your customers and growth strategy.

“Satisfied customers are more likely to upgrade or add services and are less likely to cancel.” (McKinsey)

7. Extension of your brand

Your brand, the company’s voice and the identity of your business are crucial in maintaining high quality and consistent engagement and growing and developing loyalty with your customers.

By outsourcing, you enhance and increase your customer’s exposure to your brand voice and identity through a team of experts who become an extension of your business. The outsourcer is an additional arm of your operational team delivering tailored services managed under your guidelines.

“Most companies must realize that they are no longer competing against the guy down the street or the brand that sells similar products. Instead, they’re competing with every other experience a customer has.” (DAN GINGISS, AUTHOR AND CUSTOMER EXPERIENCE EXPERT, cited in Salesforce)

8. Omnichannel experience

By outsourcing your customer experience solutions, you can access a wide range of omnichannel engagement methods that seamlessly blend communication channels to provide a multi-level and high-quality offering to your customers. This means that a customer can interact and reach your company through multiple channels, such as phone, email, live chat, and social media messaging.

“9/10 consumers expect a seamless experience when moving from one communication channel to another, such as phone to text, chat to phone or social messaging to phone.” “(NICE)

9. Innovative technology

A key factor in outsourcing is technology. Outsourcing companies must consistently invest in the latest innovative technologies which respond to the challenges of the industry and ensure all the customers’ needs are met.

Outsourcing companies offer innovative technologies based on artificial intelligence (AI) and robotic processing automation (RPA) which ensures efficiency and cost-effectiveness.

10. Environmental, social, and governance (ESG)

As the industry and indeed the world becomes more environmentally conscious and socially aware, businesses should reflect and integrate these values at their core. Choosing to outsource your main operational functions to a company that values and prioritises environmental factors and promotes a culture of inclusion, diversity, and equity this can contribute to your business’ green and ethical credentials and ensure that extension of business practice and ethics.

Dialect attended & showcased at FinTech Newcastle Conference

Thu, 27 Jul 2023 12:17:54 GMT

Dialect attended & showcased at FinTech North Newcastle Conference

Last Thursday (20 ^th July 2023), we attended the FinTech North Newcastle Conference. Dialect attended for the second year running with the event being hosted in a beautiful old building, the Common Room in the centre of Newcastle.

The event was a great opportunity for us to showcase Dialect, where our COO, Laura presented Dialect’s mission, who we are, our services and how the business has evolved in the last 12 months since our last showcase.

Laura Scott, COO at Dialect, added “FinTech North Newcastle conference was truly fantastic event. The conference brought together many influential speakers from the industry and allowed us to connect with familiar faces and new connections. As part of the FintTech North Showcase, I had the chance to showcase Dialect, who we are, our services and reflect on the growth we have experienced as a business in the last 12 months. I am already looking forward to the next event!”

The event started with keynotes from the speakers sharing new initiatives and innovative projects designed to help FinTechs around in the Northeast, and throughout the UK to evolve and access global markets.

The conference continued with insightful panels of discussion, where speakers discussed the Future of Payments and the importance of smart data in the FinTech sector.

After lunch time, we joined the launch of the FinPact, a project and a FinTech strategy designed in the Northeast, aimed to recognise the potential of the region by continuing to collaborate with entrepreneurs, businesses and universities in the Northeast to increase the economy, workforce and the number of FinTechs in the region.

The last part of the event focused on showcasing businesses around the Northeast region, with unique business models, where our COO shared Dialect’s story.

We had a great time at the FinTech North Newcastle conference, and we are looking forward to the next one!

Dialect has been shortlisted at the UK National Contact Centre Awards

Tue, 09 May 2023 09:56:47 GMT

Dialect has been shortlisted at the UK National Contact Centre Awards

Fantastic news for Dialect Communications!

Dialect is delighted to announce that we are a NATIONAL FINALIST for the “Outsourced Contact Centre of the Year” category.

We are proud of our incredible team who have all contributed to our success. In the last 12 months we have had so many fantastic achievements.

Laura Scott, COO at Dialect said “I am delighted Dialect have been shortlisted for the award. The award helps us all recognize the great progress we have made as a team and a business allowing us to reflect on our achievements over the last 12 months.”

Helen McCaine, Head of Customer Experience at Dialect added “This achievement is well-deserved for #teamdialect. Showcasing our hard work, passion, and dedication to delivering fantastic customer experiences to our clients.

About us

Dialect is a niche BPO offering outstanding multilingual and omnichannel customer experiences for FinTechs via voice, email, live chat, and social media messaging through Facebook and WhatsApp.

We are offering 24/7 customer support for our clients in the UK, Europe, and the US in English, French, Spanish, Portuguese, Arabic, Italian, and Polish. We are ready to add more languages anytime!

Our newest product is MultiLect, our live chat available 24/7, ready to answer our clients’ queries in over 75 languages by automatically providing a high-quality native and accurate translation.

How does it work? Simple!

1. The customers will select the language they would like to chat with us

2. We receive the message in English

3. Our CX advisors write the answer in English and send it back to the customers

4. Customers receive our reply in their preferred language

Supporting your customer service obligations under the new FCA Consumer Duty

Thu, 20 Apr 2023 12:38:53 GMT

Supporting your customer service obligations under the new FCA Consumer Duty

The purpose of the new regulation by the FCA is to supply higher and clearer consumer protection expectations. Financial, FinTech and E-money institutions place a more heightened focus on customers’ needs. The Duty means consumers should get communications they can understand, product and services that meet their needs and offers fair value, and get the customer support they need, when they need it.

The Consumer Duty's will be in effect from July 2023 for existing products and services and July 2023 for closed products and services. With the deadline fast approaching for open products firms needs to stand ready for the implementation of the Duty.

There are four outcomes regarding the four key areas of the customer relationship:

Products and services outcome
Price and value outcome
Consumer understanding outcome
Consumer support outcome

Financial service organisations throughout the UK need to spend some time reflecting on whether their products and offerings are fulfilling the needs of their customers and the guidelines as set out within the duty.

Focusing specifically on the 4th outcome, Consumer Support, businesses need to ensure they have measures in place that:

provide access to support across multiple channels and when they need it
ability to actively monitor those support channels
be able to analyse the customers' use of products and services and;
analyse MI around contact resolution rates and the times associated to resolve complaints.

Customer support must represent a key strategy in building strong and long-term relationships with your customers and fundamentally each business will already have elements in place that meet the Duty, it is around identifying what businesses already have in place and what key components are missing.

At Dialect, we offer 24/7 customer support via multiple channels including voice, Email, live chat, and social media messaging through Facebook and WhatsApp. Through offering a seamless customer experience our solution enables our clients to see all customer touchpoints, analyse their needs based on what drives an interaction, and any gaps or challenges resulting in not getting access to the right information whilst also accessing rich MI and data to understand how queries are resolved.

The duty is also focussed on ensuring that the real and diverse needs of consumers are considered. Including those in vulnerable circumstances. At Dialect our team are fully trained to handle clients' differing vulnerable queries such as cost of living but can extend out much further than that and underpinned with the need to ensure the customer has the information they need and when they need it.

Dialect can support financial services businesses every step of the way in designing, implementing and monitoring a consumer support strategy that fundamentally delivers an exceptional customer experience whilst also meeting the obligations of the duty. We provide guidance, consultancy every step of the way.

So, with the July 2023 looming organisations should be looking at all four of the outcomes of the Consumer Duty, and when it comes to the customer support element Dialect are here to help!

For any queries, do not hesitate to contact us ! :)

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Dialect Communications' Blog

Dialect Launch MultiVox: A New AI Powered Multilingual Voice Support Solution Designed to Accelerate Global Growth for Payments Firms

Dialect Launch MultiVox: A New AI Powered Multilingual Voice Support Solution Designed to Accelerate Global Growth for Payments Firms

Trust, Connection, and the Future of Customer Support. The increasing usage of AI and How Dialect Keeps the Human Touch at The Heart of The Business

Trust, Connection, and the Future of Customer Support. The Increasing Usage of AI and How Dialect Keeps the Human Touch at The Heart of The Business

By Neil Wake

CEO

Key takeaways from ICE in Barcelona 2026

Key takeaways from ICE Barcelona 2026

Managing Gift Card Customer Support During Peak Times: Challenges, Strategies, and Best Practices

Managing Gift Card Customer Support During Peak Times: Challenges, Strategies, and Best Practices

Delivering Excellent Customer Support During Peak Times: A Strategy for Business Continuity

Delivering Excellent Customer Support During Peak Times: A Strategy for Business Continuity

﻿

Dialect’s COO, Laura Scott, wins the Inspirational Leader at the North East Contact Centre Awards (NECCA) 2025

Dialect’s COO, Laura Scott, wins the Inspirational Leader at the North East Contact Centre Awards (NECCA) 2025

Dialect is excited to partner with Monavate to deliver frictionless second-line technical support

Dialect is excited to partner with Monavate to deliver frictionless second-line technical support

About Monavate

Our top 5 key takeaways from SBC Summit 2025 in Portugal

Our top 5 key takeaways from SBC Summit 2025 in Portugal

Dialect is Delighted to Announce the Appointment of Head of Sales, Lynsey Hoxha

Dialect is Delighted to Announce the Appointment of Head of Sales, Lynsey Hoxha

We are pleased to announce the new partnership with Kaldi

Dialect Communications are working with Committee to provide them with seamless customer experience solutions

Dialect Communications are working with Committee to provide them with seamless customer experience solutions

Dialect are pleased to announce the new strategic partnership with Synalogik

Dialect are pleased to announce the new strategic partnership with Synalogik

Dialect Communications are delighted to partner with FinPay to deliver seamless multilingual customer support.

Dialect Communications are delighted to partner with FinPay to deliver seamless multilingual customer support

Dialect Communications is thrilled to provide seamless front-line solutions to Caxton

Dialect Communications is thrilled to provide seamless front-line solutions to Caxton

Dialect Communications is partnering with Yordex to provide industry leading customer experience solutions

Dialect Communications is partnering with Yordex to provide industry leading customer experience solutions

The Future of AML and KYC in 2024: Prioritizing Speed and Customer Satisfaction in Financial Institutions

The Future of AML and KYC in 2024: Prioritizing Speed and Customer Satisfaction in Financial Institutions

Shortlisted 3 times at the North East Contact Centre Awards (NECCA) 2024

Shortlisted 3 times at the North East Contact Centre Awards (NECCA) 2024

How Dialect establishes long-term relationships with partners

How Dialect establishes long-term relationships with partners

What does Dialect mean by Partnership

What does Dialect mean by Partnership. A chat with Dialect Head of Sales Craig Luther with Bianca Gheorghiulescu, Dialect Marketing Lead

Another milestone achieved: Dialect has been accredited by the Contact Centre Management Association

Another milestone achieved: Dialect has been accredited by the Contact Centre Management Association

Human touch in the digital age: Redefining Customer Relationships In Contact Centres

Human touch in the digital age: Redefining Customer Relationships in Contact Centers .

An interview with our Head of Customer Experience, Helen McCaine

Choose the right people with the right expertise and technology. A guide all about outsourcing benefits, tips and myths and misconceptions.

Choose the right people with the right expertise and technology. A guide all about outsourcing benefits, tips and myths and misconceptions.

Pay360 2024 exhibition

Pay360 2024 exhibition

Consumer Duty’s Consumer Support Outcome – What does it mean and what are the opportunities it brings? An interview with Neil Wake, CEO of Dialect

Consumer Duty’s Consumer Support Outcome – What does it mean and what are the opportunities it brings?

An interview with Neil Wake, CEO of Dialect

And the winner of the “Special Judge Award” is… Dialect!

And the winner of the “Special Judges Award” is… Dialect!

How often do you check your customer reviews?

How often do you check your customer reviews?

The importance of customer voice and opinion and the results of our poll

10 Reasons “outsourcing” is no longer a dirty word

Dialect attended & showcased at FinTech Newcastle Conference

Dialect attended & showcased at FinTech North Newcastle Conference

Dialect has been shortlisted at the UK National Contact Centre Awards

Dialect has been shortlisted at the UK National Contact Centre Awards

Supporting your customer service obligations under the new FCA Consumer Duty

Supporting your customer service obligations under the new FCA Consumer Duty