Bilingual Call Centers Growing in Importance
America is a giant melting pot. Regardless of current political agenda, the fact remains that a majority of your customers may not speak English today. Couple that with a globalized economy and the need for companies that offer support in alternative languages has grown substantially.
If you’re a company that wants to show customers you care and are there to provide the support they need, you’ll want to consider adding bilingual agents – even if only on an as-needed basis. Think about scheduling these agents for times of the day when maybe non-English customers are calling in or you have found need most assistance.
In today’s multicultural society it will only benefit you to be ready when needed.
The first thing you’ll want to think about is who your business is targeting. If you’re an online retailer, chances are you have global reach – so the more language support you can offer, the more it will be in your favor when a customer has questions or needs help with a purchase.
Another industry the blog points to where having bilingual support would be beneficial is the Travel and Tourism market. How else can you offer especially your international customers the necessary information to make arrangements for their travels? Chances are if they have to pick a provider they struggle to communicate with over someone who can just help them in a smooth communications process, they are going to choose the later.
Finally, and maybe one of the more important verticals to make use of bilingual call centers is Healthcare. Everything from having to make appointments to ordering prescriptions and billing become easier and a more pleasurable experience for all involved when agents and patients can communicate effectively.
Are you serving your customers best?
Edited by Maurice Nagle