Building a Multilingual Customer Engagement Workforce for a Financial Services Company

Client overview

Our client, a financial services company, needed to engage customers across India in languages beyond the ones typically available at a single contact-center location. Reaching customers in Punjabi, Marathi and Tulu — alongside other Indian languages — meant the client needed a workforce model built specifically around language coverage, not just seat capacity.

The Challenge

• Finding customer engagement professionals genuinely fluent in Punjabi, Marathi and Tulu, along with other Indian languages, is difficult from a single hiring location.
• Languages such as Tulu are spoken natively in specific regions of India, and native speakers are rarely concentrated near a conventional contact-center hub.
• The client needed consistent language coverage for financial conversations, where clarity and trust matter more than in a typical transactional call.
• Any workforce model also had to hold up over the long term, not just for a single campaign or short-term requirement.

The Oxyvin Solution

Oxyvin designed a distributed hiring model built around where each language is natively spoken, rather than restricting recruitment to one physical location. Professionals fluent in Punjabi, Marathi, Tulu and other required Indian languages were sourced from the regions where those languages are used every day — and brought onto a single, centrally managed customer engagement operation for the client.

How the Oxyvin Model Worked

• Recruitment: Sourced customer engagement professionals for their native fluency in the specific languages the client's customers used.
• Onboarding: Trained every professional on the client's processes, financial services context and communication standards before deployment.
• Centralized platform: Brought a geographically distributed team onto one contact-center platform, so every conversation followed the same workflow, regardless of the agent's location.
• Oversight: Applied consistent quality monitoring and reporting across the entire multilingual team, so language diversity never came at the cost of visibility or control.

Breaking the Geographic Hiring Barrier

The core constraint in this engagement was never demand — it was supply. Fluent Punjabi, Marathi and Tulu speakers are simply not all based in the same city. Rather than compromising on language quality by hiring the nearest available bilingual candidate, Oxyvin removed location as a constraint altogether.

By recruiting from where each language is natively spoken and unifying the team on one centrally managed platform, Oxyvin gave the client access to genuine native fluency across languages that would have been very difficult to staff from a single hiring hub.

“Distributed does not mean disconnected. We recruited for native fluency first, and brought the whole team onto one centrally managed platform.”Oxyvin engagement team

The Result

The multilingual workforce Oxyvin built for the client operated as a sustained, long-term engagement — continuing for approximately three years. Rather than a short campaign, this became an ongoing extension of the client's customer engagement operation, maintained continuously across Punjabi, Marathi, Tulu and other Indian languages.

Key Outcomes

• Genuine native fluency: Customers were engaged by professionals who spoke their language naturally, not through a translated script.
• Long-term continuity: The engagement was sustained for approximately three years, reflecting a durable operating model rather than a one-off deployment.
• Centralized control over a distributed team: Despite sourcing talent from multiple regions, the client retained one consistent workflow, quality standard and reporting view.
• Language coverage without compromise: The client did not have to trade off language quality for hiring convenience.

Why This Model Worked

• Language-first recruitment: Professionals were selected for fluency in the required language first, and hiring location followed from that — not the other way around.
• Distributed does not mean disconnected: A single contact-center platform meant every agent, regardless of location, operated under the same standards.
• Built for the long term: The model was designed to be sustained over years, not just to fill a temporary language gap.

The Oxyvin Difference

This engagement reflects how Oxyvin approaches multilingual customer engagement more broadly: identify the languages a client's customers actually use, source professionals from wherever those languages live natively, and bring that distributed workforce under one centrally managed operating model. For a financial services company, this meant customers in Punjabi, Marathi and Tulu-speaking regions could be engaged with the same clarity and trust as customers anywhere else — sustained consistently for approximately three years.

Timeline

1. Multilingual requirement identified — the client needed customer engagement coverage in Punjabi, Marathi and Tulu, along with other Indian languages.
2. Distributed sourcing — Oxyvin recruited native-speaking professionals from the regions where each language is spoken.
3. Onboarding & centralization — the distributed team was trained and brought onto a single, centrally managed contact-center platform.
4. Long-term engagement — the multilingual workforce operated continuously for approximately three years.

At a Glance

• Client: A financial services company.
• Requirement: Multilingual customer engagement in Punjabi, Marathi and Tulu, along with other Indian languages.
• Model: Distributed, language-first hiring, unified on one centrally managed platform.
• Duration: Approximately 3 years.

Conclusion

Oxyvin's approach to this engagement shows that language coverage and centralized control are not opposing goals. By sourcing native-speaking professionals from across India and managing them as one team, Oxyvin helped a financial services company sustain genuine multilingual customer engagement for approximately three years.

Looking to reach customers in the languages they actually speak? Talk to Oxyvin about building a multilingual customer engagement team around your requirement.