With the new Banking Code of Practice setting a standard for banking customer service across Australia, many financial institutions are scrambling to meet the new inclusive and accessible requirements coming to effect 1 March 2020.
The new Banking Code of Practice now states a requirement for Australian banks to provide services which are accessible to all―including “people with limited English”. With 21% of Australians speaking a language other than English at home, it’s crucial businesses are communicating to customers in their own language.
We are asking banks to really think about how they are delivering on this requirement.
At LanguageLoop, Australia’s leading language service provider, we empower businesses to speak their customer’s language. Our services enable financial institutions to interact with their customers across any platform, in any language, 24/7. We provide a contact centre solution so when customers want to talk with their bank they can access a telephone interpreter. Or if a consumer prefers a self-service option we offer translated website content, multilingual chatbots and in-language SMS reminders (e.g. repayment reminders). These solutions deliver a vastly improved seamless customer service experience in any language―streamlining interactions for both customers and staff.
We already partner with some of Australia’s top tier banks to ensure their non-English speaking customers can access services 24/7 via our telephone interpreting service, PhoneLoop, which seamlessly connects customers and contact centre agents with a professional interpreter in just 30 seconds.
It’s only a matter of time before other industries are asked to review their practices and ensure their products and services are inclusive to all―including people from non-English speaking backgrounds. We have already seen this now extend to Insurance, with the new General Insurance Code of Practice coming into effect from 2021.
Don’t fall behind the pack―make sure you’re implementing multilingual language services across your organisation to ensure equal access for all your customers. For a discussion of where your business currently stands, contact firstname.lastname@example.org today.
Language builds loyalty and with loyalty comes trust, so let us partner with you to build a stronger connection with your customers through language.
LanguageLoop is Australia’s leading language services business and only full-service language provider. LanguageLoop’s extensive network of over 3,000 interpreters and translators speak over 180 languages. With over 40 years’ experience, LanguageLoop is trusted by Australia’s state and federal governments and leading brands including AGL, Energy Australia, The Westpac Group, IAG and others.Every year, LanguageLoop helps organisations connect with over 500,000 non-English speakers though its extensive range of services including on-site, telephone and on-demand video interpreting, translations, 24/7 multilingual chat bots and other digital language solutions. For more information visit languageloop.com.au.