 Member since Nov '12
Working languages: English to GermanFrench to GermanSpanish to GermanDutch to GermanEnglish (monolingual)
|   evastiekema
www.linguavision.de - Time to Translate
NA Local time: 22:33 CEST (GMT+2)
Native in: German  | | |
Freelancer,  Verified member | | Translation, Editing/proofreading, Website localization, Software localization, Voiceover (dubbing), Subtitling, Post-editing, Transcription, Training, Project management, Vendor management, Sales, Operations management | | Specializes in: | | Advertising / Public Relations | Tourism & Travel | | Textiles / Clothing / Fashion | Telecom(munications) | | Sports / Fitness / Recreation | Media / Multimedia | | Marketing / Market Research | Electronics / Elect Eng | | Computers: Software | Transport / Transportation / Shipping |
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More Less | Sample translations submitted: 1 English to German: DCF
General field: Tech/Engineering
Detailed field: Telecom(munications) | Source text - English
The Data Collection Framework already provides massive savings in the call center. The goal of the first phase (implementation of Data Collectors as described in this document) was a reduction in Average Handling Time (AHT) by 30 seconds which has been achieved.
For the second phase (use of Data Collectors in IVR applications) a further reduction of an additional 30 seconds in AHT is expected as well as an overall reduction in the amount of calls by 5% since many calls can then be finalized in the IVR system without ever reaching a call center agent.
As more Data Collectors for systems beyond Aware and Mawis are added to the system, a further reduction in AHT of 50 seconds is expected as well as a further increase in FTR of 1%.
Finally, several positive side effects of using Data Collection are expected. This includes an increased customer satisfaction score as customers will experience an increased precision and a much shorter handling time when dealing with line errors.
The overall quality of line error handling in the call center will increase as customers will experience a shorter handling time and fewer call backs to the call center.
| Translation - German
Das Data Collection Framework ermöglicht schon jetzt enorme Kosteneinsparungen im Call-Center. Das Ziel der ersten Phase (Einsatz der Data Collectors wie in diesem Dokument beschrieben) war die Reduktion der durchschnittlichen Bearbeitungszeit (Average Handling Time/ AHT) um eine halbe Minute und dies wurde erreicht.
In der zweiten Phase (Einsatz der Data Collectors in IVR-Applikationen) kann die Bearbeitungszeit (AHR) noch einmal um eine halbe Minute reduziert werden, und die Anzahl der Anrufe um insgesamt 5% vermindern, da viele Anrufe im IVR-System gelöst werden, ohne dass sie einen Call-Center Mitarbeiter erreichen.
Wenn noch mehr Data Collectors über Aware und Mawis hinaus im System eingesetzt werden, ist nochmals eine Verminderung der AHT um 50 Sekunden möglich, sowie eine weitere Steigerung der FTRs um 1 %.
Auch sind einige positive Nebeneffekte durch die Datenerfassung zu erwarten. Es ist sehr wahrscheinlich, dass die Kundenzufriedenheit gesteigert wird, da die Kunden genauere Lösungen bekommen und Störungen viel schneller bearbeitet werden können.
Die Qualität in der Behandlung von Störungen der Leitungen kann somit insgesamt im Call-Center gesteigert werden, da dies für die Kunden eine kürze Bearbeitungszeit und weniger Anrufe im Call-Center bedeutet. |
More Less | | Bachelor's degree - Fachhochschule Köln | | Years of translation experience: 10. Registered at ProZ.com: Sep 2009. Became a member: Nov 2012. | | N/A | English to German (Fachhochschule Köln)
French to German (Fachhochschule Köln)
| | N/A | | FrameMaker, Idiom, Indesign, Logoport, Microsoft Excel, Microsoft Word, Powerpoint, QuarkXPress, SDL TRADOS, SDLX, Wordfast | | http://www.linguavision.de | | English (PDF), German (PDF) | | About me LinguavisionTime To Translate
My name is Eva Stiekema and I am a dedicated translation professional with 10-year expertise in the translation industry. My translation service is based in Cologne, Germany and is called Linguavision-Time to Translate. I have obtained a translation diploma in Germany, France and England. My working languages are English, French, Dutch and Spanish into German. I am a German native speaker. I also take on other languages in cooperation with colleagues. My areas of expertise include IT, Software, Technology, Marketing, Sales, Business, Mobile, Apps, Games, Telecom, Travel, Tourism. I have worked for renowned language service providers such as Lionbridge or Fasttranslator. My positions included Translator, Project Manager, Senior Project Manager, Team Leader. I also worked inhouse on the client side as Senior Translation Manager. I have a profound knowledge of all SDL Trados products and currently use Studio 2011. I enjoy updating my knowledge in the translation business and I am always eager to learn about new translation technologies. Contact me for a quote, I will respond to you immediately. I deliver high quality translations within a short turnaround time.
Linguavision Time To Translate
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