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.