According to the Nations Online Organization, English and Spanish are neck-in-neck as the top most-spoken languages in the world. One of the largest barriers call centers have when operating overseas is language, which has also been the leading cause of poor customer experiences.
In effort to alleviate these language barriers, Callzilla is now offering its LiveOps (News - Alert) cloud-based call center platform with Spanish-speaking agents.
Callzilla provides Spanish-speaking live agents that can manage chat, SMS, e-mail and social media. Using the LiveOps platform, Callzilla’s clients can now properly and more efficiently care for its Hispanic consumers and create successful customer experiences.
The demand for the Global Wireless Telecommunications Carriers industry has surged along with mobility usage, and has shed light on the importance of expanding its services into emerging markets like South America and Central Asia. The idea of incorporating agents into the call center that speak the native language of the consumers calling could be a key factor in business expansion, Callzilla is just one of the first companies to do so.
“Callzilla is one of the few Hispanic-focused customer service outsourcers in the U.S. that achieves outstanding results for their clients” said Sanjay Popli, SVP, Agent Services, LiveOps. “With this relationship, we are now providing our direct response customers additional options to service their Spanish speaking call center needs and achieve optimum performance levels. We’re thrilled to be able to help them reach a new level of success.”
With Spanish being one of the top languages spoken in the world, and combined with the purchasing power of the U.S. estimated to be valued at $1.5 trillion by 2015, this new feature help businesses expand their marketing reach and increase its levels of customer experience.
Also, with the mobility trend underway, and thanks to BYOD, it is important that businesses provide mobile access, which can be done easily with a cloud-based infrastructure, another trend the call center industry has begun to induct. Without a server all of a data can be stored in a single space, reducing the need for multiple locations and money that is spent on on-premise solutions. In times of crisis or disasters cloud computing allows systems, applications and data can be copied, backed up and ready to use in another date center in a few short minutes.
Callzilla’s LiveOp’s cloud-based platform has proven to be an easier, more cost-effective solution for businesses to operate from. Now that it has been intertwined with its Spanish-speaking agents, Callzilla will continue to foster productive work levels in the call center space.
Edited by Rachel Ramsey