what we do
Multilingual MLX
Customer support in 10+ languages from the UK, the Netherlands and South Africa, through one partner.
Multilingual contact centre outsourcing for the UK and Europe
ATM Group’s MLX is a multilingual contact centre service for mid-market and enterprise businesses with customers in the UK and across Europe. We provide voice, email, chat and messaging support in 10+ languages from our centres in the UK (Leicester, Coventry and Stockport), the Netherlands (Sittard and Heerlen) and South Africa (Cape Town), with partner coverage in Turkey. It all runs under one contract, one governance structure and one set of reporting, so you can serve customers in their own language, open new markets and cover peaks without managing a separate vendor in each country.
What does MLX cover?
One multilingual operation, delivered from the sites that suit your customers.
Multilingual voice and digital
Phone, email, chat and messaging in 10+ languages, to one service standard.
UK onshore teams
Leicester, Coventry and Stockport, for UK customers and complex or sensitive work.
Nearshore Europe
Sittard and Heerlen in the Netherlands, close to European markets and time zones.
Scale from South Africa
Capacity in Cape Town to grow English-language support.
Translation-enabled support
Translation tools for lower-volume languages where a dedicated team isn’t justified.
Cross-site delivery
Work shared between sites to cover peaks and add resilience.
What should you look for in a multilingual customer support provider?
Look past the length of the language list. What decides whether multilingual support works is:
- advisors who can resolve problems in the customer’s language, with the same product knowledge as your English-language team;
- one quality framework applied in every language, so service is consistent from market to market;
- delivery centres close to the markets and time zones you serve;
- the ability to scale each language up or down as demand changes;
- one contract, one reporting line and one accountable team, rather than a vendor in each country.
MLX is built around all five.
Can one partner support UK customers from UK, nearshore European and South African sites?
How do you scale across markets without us managing multiple vendors?
By running every language and site as one operation. You have one contract, one governance rhythm and one reporting pack, and adding a language or a market is a change to that operation rather than a new procurement. Multi-skilled advisors and shared knowledge let us move capacity between teams for launches, seasonal peaks and disruption, and a multi-site footprint means one site’s problem doesn’t become your customers’ problem.
How do you keep quality consistent across languages?
With the same standards, measured the same way. Every language team works to one quality framework, calibrated with your team, and coaching, knowledge updates and journey fixes are shared across sites, so an improvement found in one market reaches the others. For lower-volume languages, translation-enabled support keeps service available without the cost of a dedicated team.
Which businesses use a multilingual contact centre?
Any business whose customers don’t all speak English, or that is growing into new European markets. It matters most in travel and hospitality, retail and e-commerce, entertainment and subscriptions, technology and SaaS, and healthcare, all sectors ATM works in. MLX also sits alongside our contact centre outsourcing, sales and retention and AI-enabled CX optimisation services, so one partner can run service, revenue and optimisation in every language.
Why ATM Group for multilingual support?
10+
Languages across voice, email, chat and messaging.
3 countries
Delivery centres in the UK, the Netherlands and South Africa, plus partner coverage in Turkey.
85%
Of advisors in South Africa on an entertainment programme where NPS rose from 40 to 66.
20+
In customer operations, with 1,000+ active advisors.
