Multilingual Call Centers and How an Outsourcing Company Is the Best Way

Default Featured Image

In order for a company to thrive, it must be available and accessible to all its potential and existing customers – because as we all know, customers keep the wheels turning. When you think about it in terms of value and priority, a call center might very well be one of the most vital aspects of running a business, outside of its products/services.

 

With this in mind, it is very wise for business owners to put a particularly high importance on the hiring and training of competent individuals who can successfully fill the position of a call center agent. While many companies believe the best way to properly train and manage call center agents is by hiring in-house, the opposite is actually true.

 

By entrusting all call center activities to a reputable BPO (Business Process Outsourcing) company, you save yourself the cost of extensive training plus all other burdens associated with opening and managing an entire department in-house (for more information on in-house versus outsourcing, see our previous blog on telemarketing, which covers this topic). On top of saving on cost, employing an outsourcing company for these services opens your business up to all the possibilities BPO can offer – one of them being multilingual agents.

 

In the digital age, different companies’ products and services are becoming more widely accessible to consumers all around the world. It’s also important to recognize that diversity is a key part of the growth of an economy, and countries such as the USA and Canada are extremely multicultural. This is why it is important to be as inclusive as possible when constructing your business model, as well as acknowledge that when you open the door to multilingualism, there is more potential for your business to expand along with your customer reach.

 

For example, if you are selling your product(s) online in the US, and Spanish-speaking customers residing in the US rely on your call center to resolve product or service issues, they will be severely let down if they discover that your company doesn’t offer answers and troubleshooting in their first language. They will not only feel disconnected and misunderstood, but unimportant as customers. This can be very damaging to your business’ reputation and in turn, your bottom line.

 

On the other hand, if you delegate these services to a multilingual BPO company, you can proudly wave your company flag knowing that you have made a point of being inclusive and adaptable to the needs of all your customers.

 

For those who might be concerned that outsourced call center agents aren’t as qualified as in-house representatives, you can rest assured that quality control is the main priority of a trusted and respected BPO company – product and brand awareness is at the forefront of the extensive training all agents undergo. Because of this, company executives are able to step back from micromanaging and feel confident in the abilities and instincts of these incredibly capable individuals.

 

At Anexa, we specialize in multilingual services, and we’re ready to help your company grow with the times to improve customer relationships and broaden your business. Contact us now to learn more about the benefits of offering multilingual call center services.