5 Challenges in Managing a Multilingual Call Center Team

5 Challenges in Managing a Multilingual Call Center Team

Faith Ocampo Published on November 15, 2016Last updated on April 22, 2022

Research after research have shown that diverse teams, such as those in multilingual call centers, are more productive and creative than homogeneous ones. The caveat, though, is that they’re more difficult to manage.

diverse multilingual call center agents with customer support team leader

Building a multicultural group is a must for call centers that want to reach diverse consumer sectors, particularly markets that don’t speak English. Deploying multilingual services would allow you to cater to international brands and companies that are planning to capture emerging markets.

The tricky part, however, is making culturally diverse teams work.

Although a hodgepodge of ideas brings about smart innovations, multiple perspectives can lead to plenty of friction. It can be difficult to forge and sustain harmonious interpersonal relationships within a heterogeneous team, and disagreements may get in the way of productivity and employee engagement.

Here’s an overview of the challenges you may encounter while managing cultural diversity in your contact center.

  1. Effective Communication

    multilingual call center team building high five

    Some multilingual call centers opt to use English as their primary business language and for internal communication. This often works, but you may still encounter a few hiccups. For instance, differences in accents, level of fluency, and problems in translations may make it difficult for employees to understand one another.

    More importantly, however, clear communication isn’t just about the language. It’s often harder for multicultural teams to completely make sense of others’ messages due to differing beliefs, traditions, and life experiences.

    You need to bring your call center agents together in team building activities and other events where they’d connect with one another on a personal level. Aside from boosting employee engagement, this would let them find a common ground, helping make interactions a lot smoother.

  2. Conflicting Attitudes Toward Work

    divers multilingual call center agents in conflict team meeting

    According to the Association for Psychological Science, one’s cultural background can affect productivity and attitude toward work.

    It was previously hypothesized that Asians are generally more concerned about building relationships in the office than Americans and Europeans. This is perhaps due to Asians’ emphasis on interdependence and hierarchy, whereas the latter are more individualistic.

    One team management strategy that would help you resolve this is to set project goals for the entire team. This would ensure that everyone is striving for the same objectives.

  3. Dealing With Interpersonal Conflicts

    multilingual call center agents in conflict

    Although every organization has its fair share of disagreements, diversity in the workplace may result to even more conflicts. It may also be harder for multicultural groups to settle interpersonal issues.

    If not managed well, this may hamper work progress, creativity, and productivity.

    You need to take an initiative in managing these types of problems before they get out of hand. Make sure that all your call center agents know their role and value in the company. Increasing employee engagement through team activities can also help prevent misunderstandings among workers.

  4. Building Training Programs

    multilingual call center training

    Part of managing a multilingual call center team is ensuring that all employees’ needs—especially when it comes to training and work resources—are being met. Using a single training module for a multicultural group, unfortunately, often doesn’t work. Plenty of companies use this strategy as a cheaper alternative to conducting multiple coaching sessions for agents with different backgrounds. The latter, however, is far more effective.

    Additionally, it’s best to hire multilingual trainers. This ensures that all your customer support policies and guidelines are clearly communicated across your diverse organization.

  5. Evaluating Performance

    multilingual call center team leader giving quality assurance coaching

    Rigorous quality assurance (QA) processes are crucial for every contact center. To maintain high-quality services, you need to evaluate agents based on the quality of their work and provide regular feedback. However, this would require you to hire multilingual QA agents. Otherwise, you won’t be able to thoroughly monitor and assess agents’ performance.

    Although a costly move, this would boost your organization’s competence and allow you to build a positive reputation among potential clients.

As a multilingual call center, Open Access BPO has diversity and inclusion integrated in our corporate culture, enabling us to manage our productive multicultural workforce while we provide a safe space for each our employees. Reach out to us and our business development team if you’re in need of a trusted multilingual expert manning your customer support.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO20 hours ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO2 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO6 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗶𝗱𝗲 𝗠𝗼𝗻𝘁𝗵 honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO6 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO