Why Jordan is the Middle East's best-kept outsourcing secret
A young, university-educated, English-proficient workforce and a time zone that overlaps both Europe and the US East Coast — the case for Amman, in numbers.
Building a bilingual support team that serves the US and the Gulf
One team, two markets, zero discernible accent. How we structure shifts, escalation and QA so English and Arabic coverage never trade off against each other.
[PLACEHOLDER — outline only. FoneFluent will supply the final copy for this post before go-live; the layout below is what the finished article looks like.]
Running English and Arabic support out of one team is not two teams sharing a room. Done badly, each language becomes the other's overflow queue and both degrade at once. Done well, the two markets subsidise each other's coverage.
Hiring for two languages
- What to test for, and what not to over-weight
- Why written Arabic and spoken Arabic are separate hiring criteria
Shift design
- Mapping Gulf and US peak hours onto an Amman working day
- Where the two markets overlap, and where they must not share an agent
Routing and escalation
- Language-aware routing without stranding a queue
- Escalation paths that survive a handover between shifts
Quality assurance in two languages
- Scorecards that measure the same thing in both
- Calibration when your QA lead is fluent in one of them
What to measure
The handful of metrics that reveal a bilingual team is drifting before customers notice.
Keep reading
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