In a world that is becoming more and more disconnected by the day, it is extremely important for businesses to keep the doors of communication open in every way possible. Face-to-face is on hold for the time being, and we need to do everything we can to maintain positive human interaction digitally and over the telephone. That means being more inclusive of, and accessible to your entire range of customers – particularly those whose first language is not English.
If you are a US-based business with a predominantly English-speaking customer base, you may think it’s unimportant to include Spanish-speaking agents in your call center communications – but if you invest some resources into this demographic, you’ll find that there is great potential for expansion, both monetary and morally-speaking. Appealing to a broader scope of customers is not only good for business, but your business ethics. America is built on diversity, and its economy depends on the inclusivity of all those who call the US home. When we open our companies’ channels to all potential and existing customers, we show positive growth in every way.
Let’s talk a little bit about the specific role a call center plays in the grand scheme of an enterprise.
When you sell a product or service to the masses, you can’t bank on there never being questions, concerns or troubleshooting involved. No matter how high the quality, there is bound to be something, somewhere down the line which will prompt a customer to want to get in touch – this is where a call center comes into play.
A good call center is made up of an abundance of competent agents who are rigorously trained to answer any and all questions in regard to your product/services. Businesses of all sizes have turned to reputable BPO companies to ensure customer needs are being met – simply because established BPO companies have earned their sterling reputation and can therefore be trusted to get the job done effectively and efficiently. Customer communications are a big piece in the day-to-day running of a business because each and every call can make or break a valuable customer relationship – thus when outsourcing your call center, it’s important to go with a reliable and respected company. At Anexa, ongoing, thorough training is a huge part of who we are as a business, and something we take great pride in.
To understand the importance of Spanish-speaking call center agents, you must be aware of the ever-expanding population of Hispanic people residing in the US.
As of 2017, Hispanics accounted for 18% of the U.S. population, which equates to almost 59 million people – that means there is a huge market your company has potentially already tapped into.
It is widely recognized that consumers feel the most comfortable when communicating with customer service representatives who are fluent in their first language. When you forego the addition of Spanish-speaking agents, you run the risk of losing a huge pool of customers to a lack of easy, fluid communication – a very common tale.
At Anexa, our agents are highly qualified as well as fluent in both Spanish and English – so you can be confident that your company is reaching its full potential in terms of business, and ethics. Contact us today to become better acquainted with your entire customer base.