Multilingual support for foreign tourists increases 9% to 7,145 cases according to 2016 contact center report

Multilingual support for foreign tourists increases 9% to 7,145 cases according to 2016 contact center report


May 25, 2017 by Ryukyu Shimpo

The Okinawa Convention & Visitors Bureau (OCVB) released their 2016 report for the Multilingual Contact Center, which handles foreign visitors. The number of support cases for 2016 increased 8.7% from the previous year to 7,145. A large number of requests were for interpretation while talking to taxi drivers and hotel staff, and the report made it clear that multilingual support at sightseeing spots were insufficient. There was an increase in tourist information requests such as details about taking wedding pictures etc., however the report highlighted a lack of sufficient staff resources to meet tourists’ needs.

Chinese was by far the most often requested language at 4,290 cases, accounting for 70% of the total requests. Mainland Chinese (simplified Chinese) was prominent at 2,107 cases. “Interpretation help” was the most requested at 2,936 cases, followed by “information requests,” (1,998 cases), “assistance” (503 cases) and “transportation information” (356 cases).

Foreign tourists who needed emergency medical help, as well as requests for interpretation at medical facilities stood out among the types of requests. There were also many requests from foreign tourists asking for information about things such as where they could use fireworks, or for event information.
The center offers information and handles requests via a three-way call between the foreign tourists, interpreters, and center staff by phone, Skype, or email.

(Translated by T&CT and Sam Grieb)

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