When you are setting up your call center operations, you should consider adding bilingual support to the mix. Many companies avoid doing this because they assume that all of their customers will speak English or they do not want to pay extra. However, providing this bilingual support is one of the best ways to bring more customers into your business and make these customers feel comfortable with your business. There are many benefits to using bilingual support for your business including:
There is More Understanding
When customers call in and hear that they can choose the language they want to use when interacting with your company, they feel like they are more valuable and understood by you. They know they can work with your staff and have a good understanding the whole time. The conversation goes more smoothly, the customer gets their issue or question handled, and the phone time stays efficient. It works out well for the customer and for your company.
There are Fewer Mistakes
When your customer service agent can speak the same language as the customer, things go a lot better. They actually understand what the customer is saying, rather than needing to worry about the language barrier. When there is one person, your customer support staff, who only speaks English, and then another person, the customer, who can speak a little English but not well, it is just asking for a lot of mistakes that happen. In the end, this gives you a very unsatisfied customer.
When you work with bilingual support, your customers no longer have to worry about whether there are mistakes when you talk to your customers. The customer and the customer support staff can work together, in any language, to provide the best service to each customer. And when there are fewer mistakes, you can save your business a lot of time trying to figure out what happened and how to fix the problem when the customer calls back later.
Customers Can Choose the Language They are More Comfortable With
Most customers want to work with a customer support agent who speaks their own language. This makes them more comfortable. It is hard to speak a language that you do not know that well. And if you do not know English at all, then a potential customer can’t get any support at all.
With bilingual support, your customers can choose from more than one language to use when speaking to your customer support staff. This makes them feel more valued and can prevent issues with misunderstandings along the way.
Opens Up More Markets
When you have bilingual support, this makes it easier for your company to reach out to different markets. This is really hard to do when you only have English speaking support. While other countries do have individuals who can speak English, not all of them want to spend time trying to communicate in a language they are not that familiar with. When you use bilingual support, you can reach out to more customers than you could before.
About Endicott Call Centers
Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.
Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:
- Highly-trained, professional Agents & Receptionists
- Customized scripts
- Live agents 24 hours a day
- 100% US-based locations
- English & Spanish Speaking Agents
- HIPAA-compliant For Medical Support
- 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries.
- Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively
Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.