By Dr. Jon Anton, Adjunct Professor, Purdue University and Bruce Balfiore,
Center for Customer-Driven Quality, Purdue University
This case study, which recounts General Mills' experience with language interpretation and translation services, is presented in conjunction with the results of the Handling Foreign Language Calls survey taken of call center managers in October, 2007. The study contains the responses of 418 participants from the Center for Customer-Driven Quality(tm) (Purdue University) database.