Does Your Call Center Have to Be Bilingual?
The short answer to the question posed in the title of this blog is yes.
Perhaps there are still some regional businesses with a homogeneous customer base that can be effectively served in one language, but that type of company is clearly a vanishing breed.
Today, especially in this era of online retail, even smaller businesses may attract customers from anywhere in the U.S. or around the world. Obviously it would be impractical to have agents that speak every global language, but hiring bilingual agents should be a priority when possible.
This will be more essential in some industries than others. In these types of call centers it should be a priority:
Your order history will tell you where your customers live. If you only get one order a year from Germany it’s not necessary to have a German-speaking agent available. But if you receive a thousand orders from Mexico or China, you should have someone there to serve those customers.
Here you may not be dealing with clients from 20 different countries, but if your health care facility is located in a large city near various ethnic and immigrant populations, you’ll want to make it as easy as possible for them to make appointments, get answers to billing questions and order prescriptions.
This one is so obvious that we probably don’t need to include it. Companies focused on international tourism know how important it is to be able to provide information on hotels, sights, and other travel arrangements in the language of the caller.
Workforce Optimization Newsletter – October 2018
Wrapping Up Dreamforce 2018 Commitment to Customer Experience Tops Priority List We’re back from a very busy week in San
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?