Bilingual Call Center Agents Rule!

Bilingual Call Center Agents Rule!

Bilingual Call Center Agents Rule!

Answering service is into the age of specialization. Gone are the days when the BPO unit would recruit agents who could speak English fluently. Gone are the days when English used to be the only language of communication for call center services. In an age where telemarketing is ushering in a new era, the language is not to be restricted to just English.

Other languages like Spanish and French are coming up and getting noted in call centers around the world. Languages like Russian, German and even Arabic are not far behind. This is a trend that is here to stay, propelling bilingual call center agents into a league of their own.

Telemarketing services cannot be confined to just English anymore. With emerging markets and target demographics, making do with only English doesn't seem to make telemarketing sense to the call centers. The BPO firms are actively recruiting agents who can speak more than one language. It's like hiring someone to write your articles and also get that person to handle social media marketing.

It's the new way of multi-tasking that BPO services have come up with. Bilingual call center agents are finding it easier to find work in an answering service firm than agents who speak just English. Let us take up two examples that will illustrate how English has lost its monopolistic status.

Yahoo Inc, the search engine giants, decided to expand their answering service to include languages like German, Russian and Arabic. They stumbled upon a potentially virgin market in the Middle East. They noted traffic from the Middle East made up more than 5% of the total volume of internet traffic.

To meet the growing need, there was not enough Arabic content online. The BPO firms handling Yahoo's business outsourcing operations in the Middle East sprung into action. They are on a desperate hiring spree to recruit bilingual call center agents and also those who can handle inbound call center calls in the native dialect.

Cut to the Michigan call centers. The BPO firms in Michigan are laying extra emphasis on getting bilingual call center agents on board. They are raising the bar when it comes to recruiting inbound call center agents. Knowing English isn't the only criterion. The agents who know Spanish have an extra edge.

The business outsourcing firms here know that the Hispanic community residing in USA happens to be the largest minority community in the country. Their purchasing power is predicted to be $1 billion by the end of this year. How can a telemarketing-savvy company let that profit rot unused? They immediately started hiring Spanish-speaking inbound call center agents. The Labor Department of the city has admitted that bilingual call center agents are having it easier than their counterparts when it comes to getting hired.

The crux of the matter is that if you are offering business answering services, you got to think of options other than English. BPO firms that are planning to go global have to put this on their menu as a must-have.

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