Benefits of a Bilingual Call Center
Posted : 10 March, 2017
Thanks to advanced technology, today’s businesses are able to operate on a global scale and are no longer hindered by the geographical limitations that once plagued them in the past. Now, companies can easily expand their reach to include customers and prospects from around the world. Certain adaptations have to be made, however, in order to account for the cultural differences of global audiences. One such accommodation involves hiring call center agents who speak the native language. If you’re considering doing business in another part of the world, here are several of the business benefits of adopting a bilingual call center.
Deliver a more personalized, positive customer experience.
First and foremost, the satisfaction of your customers is and always should be your highest priority. Delivering a quality call experience by someone who can provide support and service in the native language of the caller can dramatically improve the way that caller feels about your company. Furthermore, by offering customer care that is tailored to each caller’s unique needs, you’re sending the powerful message that you truly care about their business.
Lower call attrition numbers.
Callers who discover that there is a language barrier when phoning into a call center are much more likely to hang up out of frustration. To the contrary, studies have shown that satisfaction rates increases substantially when a caller is able to interact with someone who fluently speaks their own language. In fact, there is even some research that indicates that callers are more willing to stay on hold if they know they can be connected with a bilingual agent. This can help to significantly lower your number of lost calls.
Improve conversion rates.
As mentioned, a bilingual call center can generate a more positive brand perception, which can go a long way toward helping your agents close the deal and make the sale. What’s more, when your callers have a good experience doing business with you, they’re more likely to spread the word, providing valuable word-of-mouth marketing and increasing your reach even further.
Reduce operating costs.
Leveraging the existing talent of an already-established bilingual call center is a more cost-effective use of your budgetary resources. Rather than having to go through the hassle of locating, recruiting, hiring and training in-house call center agents who are bilingual, you can save both time and money by outsourcing. What’s more, when you use a call center service provider like Callnovo, you’ll get the added benefit of having a 24×7 call center that is already staffed with experienced bilingual agents.
Scale up or down as needed.
Another important benefit of enlisting the help of a bilingual call center is the flexibility it provides you to scale up or down to accommodate your changing business needs. This is especially great for companies that experience seasonal ebbs and flows. For instance, if you tend to experience much higher sales during the holiday season, having a 24×7 call center at the ready alleviates the headache and expense of having to hire temporary help. Likewise, as call volume drops off, you won’t have to worry about shrinking your staff. It’s a win-win!
If you’re considering expanding your company’s operations to serve customers who speak other languages, outsourcing your call center function to an established, multi-language service provider makes good business sense. Callnovo offers a variety of customer support services with more than 20 different languages to choose from. Click here to get a free quote today!
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