If you face language mismatch problem then the Customer Care Executive will do the following:
1) TSA needs to apologise to the Subscriber.
2) Transfer the call to a team coach / team leader / team member who is proficient or who will be able to handle the call in the Subscriber’s preferred language.
3) Record a call back for the customer and ensure that the call back is made in the customers preferred language within the committed turnaround time.
4) Change the language on Siebel as per Subscriber’s preference so that in future the Subscriber does not face the same issues.
5) Subscriber should also be educated to select the preferred language input offered in the IVR.