Spanish speakers are more than 58 million in the US alone, according to Pew Research. This is only a tip of the iceberg when compared to the level of lingual diversity in the whole country let alone the world. If you are a company aiming to tap into such a market, you might want to adjust your call center accordingly to steer away from language barriers.
Communication plays an undeniable role in determining the success of any business, and your call center representatives are at the center stage of dictating the brand image you develop. Whether the representatives play the role of lead management, customer acquisition or handling complaints, they need to flawlessly communicate with your customers to craft the right brand image. As a result, working with multilingual call center agents is mandatory for any business that serves a lingually diverse customer base.
Here are three benefits of having a call center that embraces lingual diversity:
Reduce Chances of Lost Calls
Keeping in mind the competitiveness of the business world, you cannot afford to lose even a single customer due to easily avoidable issues. In most cases, a customer will not engage with your business once they feel that there exists a language barrier between them and your call center. What makes this situation even worse is that they might discourage their friends from doing business with you.
Considering that having your brand reputation being damaged is out of the question, hiring multilingual call center agents is the right path to walk. This will ensure reduced chances of losing potential and current customers. If you find that hiring such agents is tough, you can consider leveraging a call outsourcing solution for smooth customer service.
Offer a Personalized Experience
Customers yearn to be appreciated and handled with care. A call center that is customer-centered will always indulge the right energy from the customers, not to mention increase the business’ chances of attracting loyal customers. Having agents that can communicate in the same language with your customer will prove to your precious clients that you walked the extra mile to offer them tailored services.
Most people feel comfortable when conversing in their native language. In fact, most customers will be willing to be put on hold so as to speak to an agent in their native tongue. Furthermore, most people will communicate best in their native language in situations of emergencies when they are in panic mode, and having multilingual agents will definitely help you play the part.
Improve Conversion Rates
A positive brand image will never fail to be a lead magnet in any business. Customers will always gun for the best services out there. If you have multilingual call center agents, the chances are that you will be on the suitable side of the competition spectrum.
Once a single customer gets satisfied with your services, they will typically spread the word to their closest friends. This simply results in a domino effect—the first customer invites another one who also invites another one to do business with you. In the end, you can enjoy high conversion rates and attract high-profit margins.
Reduce Business Costs
It is more expensive to attract new customers than to retain your current ones. Once you lose a loyal customer due to language barriers, you have no other choice but to go back to square one to attract more customers. In some cases, such barriers will lead to the loss of a specific demographic of customers which can be detrimental to your business.
Retaining these customers will, therefore, mean reduced costs in terms of lead generation while attracting a higher ROI from your marketing efforts. If training your staff to learn different languages is an uphill task, consider outsourcing your call center services. This can double as a way to upscale and downscale your call center needs, especially if your company experiences seasonal ebbs and flows in calls.
Conclusion
Communication is one of the key elements of any successful business, and answering customer service calls with professionalism and courtesy is key. Thriving in today’s competitive business world requires that you cover all potential loopholes that would lead to lower customer leads. Consider using multilingual call center representatives to revolutionize your business.
