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The Next Wave: Multilingual Call Centers

Call centers catering to the English speaking audience have been around for a while. While the market for English Call centers is growing, the n

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

ext wave of multilingual call center outsourcing is arriving from key non-English-speaking markets like Canada, Japan, Germany, France, Netherlands and Italy.

The need for multilingual

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

call centers

With the expansion of the European Union with countries like Cyprus, the Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, the Slovak Republic and Sloveni

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

a joining the IT revolution and many like Bulgaria, Romania and Turkey anticipated to join by 2007, there is a growing demand for pan-European call centers which will operate not just in

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

English but in many languages notably German, French as well as Spanish, Scandinavian and East European languages. In the US too, with more people speaking different languages especially

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

Spanish, there is a demand for bilingual and multilingual call centers to cater to this segment of the population.

The Next Wave

According to Gartner, while the overall BPO market is

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

expected to grow to $173 billion by 2007, a bulk of this growth will come from Western Europe rather than North America. The European BPO market alone is expected to grow to $65 billion

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

in 2005.

A recent report in the Financial Express stated that a number of German and French companies are seeking multilingual call center outsourcing, for both voice and non-voice base

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

services. The report estimates that the French and German market could potentially grow to between 5% and 7% of the English speaking market.

Outsourcing multilingual call centers to In

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

dia

Indian companies have begun to recognize the potential for multilingual call center outsourcing. HCL is setting up a call center in Ireland for a pan European population and Bangalo

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

re based Msource has set up a Spanish language call center in Tijuana ( Mexico). HTMT has announced plans to set up a call center in Mauritius to take advantage of the French speaking po

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

pulation there. Companies like ICICI OneSource, Progeon, Daksh eServices and Tecnovate now offer some services in French and German while iGate offers services in Japanese, Mandarin, Ita

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

ian and some South East Asian languages.

Promoting non english call center outsourcing in India

One problem that India may face is the availability of non- English speakers. In India,

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

though students often study foreign languages like Spanish, French and German, not many can speak such foreign languages fluently. In a note prepared by the HRD Ministry in association w

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

ith the Indian BPO industry, there is a realization for a need to impart non-English language skills. With the increasing demand, such courses may soon be offered by Indian Educational I

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

nstitutions. Tamil Nadu (a state in Southern India) has already indicated that it intends to create an enabling environment for teaching of languages other than English. Karnataka (anoth

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

r state in Southern India) has indicated in its IT policy that it will take measures to promote non-English businesses in the state.

Another unique solution is slowly emerging. With the

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

growing awareness about India, there are a lot of young people abroad, who would like to spend time in India and would like to take up a job while they are here. They are providing a re

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

ady stream of agents for bilingual and multilingual call centers.

Given the cost benefits, the non-English market is seeking out Indian companies as potential vendors. With the Indian g

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

overnment taking initiatives to teach non-English skills, it is only matter of time, before India becomes a major player in the bilingual and multilingual call center outsourcing segment

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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What is the best way to manage others? This is a question that plagues pretty much every industry today. While there are a lot of different ways you could answer this, I find that the easiest answer is to lead by example.

Whether you call it a management methodology, approach, style, manner, way or even a system, if it lacks one aspect, it will not be effective.

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