According to a 2018 report from the Selig Center for Economic Growth at the University of Georgia, Hispanics represent the largest ethnic buying market in the United States, with more than 1 in 6 Americans identifying as part of this group. Overall, the Hispanic market in the U.S. spends about $1.5 trillion annually, and that number has been steadily increasing; it’s up 212% since 2000. Mexican Americans comprise more than 57% of the total Hispanic buying market in the U.S., spending $881 billion annually. Providing customer service in Spanish is a key factor in earning the trust and loyalty of members of this massive, powerful market.
Providing Customer Service In Spanish Makes A Strong Statement
In the Simmons National Hispanic Consumer Study by Experian, nearly 40% of Hispanic participants “agree a lot” with the statement: “I think that government and businesses should make more of an effort to communicate with Hispanic people in Spanish.” More than half of the Spanish-language-dominant people in the study indicated that companies that advertise in Spanish make them feel that those companies respect their heritage and want their business, and they feel much more loyal to those companies. Providing customer service in Spanish, by native speakers, is a smart business decision that will deliver strong returns today and into the future.
Outsourcing Customer Service In Spanish Lowers Costs, Improves Profits
First Contact Resolution (FCR) is a critical metric when it comes to customer retention. Most companies in the U.S. have a FCR rate of 72% or lower, yet more than 80% of consumers surveyed said their former service provider could have retained their business if their issue had been resolved on their first contact. When your Spanish-speaking customers are connected immediately to a native-speaker, they’re far more likely to get immediate resolution, which ultimately means you retain more of those customers and realized increased profits.
Anexa BPO Offers Fluent, Bi-Lingual Customer Service
Whether your customers call into an Anexa call center wanting to speak English, or they need customer service in Spanish, they’ll get a representative who is fluent and following an exacting process that ensures consistent, quality support to resolve their issues as expediently as possible. Thanks to lower labour costs and favourable exchange rates, our call centers can deliver this and more at affordable prices. Call or contact us online to learn more about how using Anexa BPO to offer customer service in Spanish will benefit your business.