Why Are Bilingual Call Centers Important To Us Business Today?

Why are bilingual call centers important to US business today

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Spanish is the second most common language spoken in the United States after English

Hispanic Americans are the fastest growing minority group in the United States

Spanish is the most widely taught non-English language in U.S. secondary schools and institutions of higher education

Many businesses seek BPO service providers offering bilingual agents to reduce their expenses while reaching a broader customer base.

Would you give up 13% of your market? That's the percentage of U.S. population that is Hispanic (2004 figures), and that number is growing quickly. We're talking about consumers spending $520 billion a year -- and that figure is projected to be $1 trillion by the year 2013.

Call center reps cannot simply have a vague understanding of the language in a bilingual call center. They must be highly proficient and fluent, and must be aware of the different interpretations and translations, as well as nuances to communicate well with non-English speaking customers.

Bilingual call centers should start at the screening and interviewing level with strict tests to determine the fluency of a potential employees language skills.

Once hired, training sessions should include role-playing and practicing scripts in both languages. Determining an agents comfort level with both languages is critical. Naturally, there should also be an ongoing quality control process through the monitoring of employee calls to assure that agents vocabulary, usage and translations are consistent.

With the initial screening, monitoring and ongoing training, a customer service representative can be effective in communicating with bilingual customers.

With locations in Panama, Colombia, Nicaragua and the Dominican Republic,ARC Pointe can provide superior bilingual call center services to our clients. ARC Pointes bilingual call center services, provide the capability to communicate in English and Spanish and will enable your business to experience opportunities in a range of markets and benefit from a higher customer acquisition rate.

At the end of the day, the most important advantage of bilingual call centers is really the goal of all call centers: keeping customer satisfaction score high. Having bilingual agents enables issues to be resolved within one call. Customers do not have to be transferred to another agent or wait for a call back. This one-call-resolution saves the customer valuable time, reduces your overall costs, and increases customer satisfaction. The power of language is all too often underrated.

by: john taylor

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