7 Steps in creating a multilingual customer support strategy: Part 2

Faith Ocampo Published on August 10, 2016

All over the world, there’s a growing need for multilingual customer support as brands aim to capture the international market and establish global dominance.

In the first part of this article, we discussed how you and your contact center can start building a powerful multilingual customer service strategy.

The first step is to identify your target markets, so you can determine the languages you need and the size of the workforce necessary to support your operations. Next, you must anticipate the type of queries that you’re likely to get from customers. This will help you pin down the skills your agents must have. After this, gauging customers’ expectations is crucial so you can provide the services and channels they need.

This article will walk you through the next four steps you must carry out for an effective multilingual customer support strategy.

4. Form your ideal business model.

diverse team looking at business plan

Most brands design their customer care strategy in a way that allows them to stand out from the competition, and this is also the ideal outlook. If you’re striving to do the same, your multilingual strategy must be comprehensive, covering all your needs.

More importantly, your customer service model must reflect your brand’s missions. From the hiring process, to the employee onboarding stage, to the organizational structure, every aspect must bring you closer to your goals.

For the human resource aspect, a well-designed recruitment strategy is a must so you can find professionals with the exact skills you’re looking for. You should also zone in on the specifics: Will you hire freelancers and part-timers? Is outsourcing an option or would you opt to build an in-house contact center?

Other things to consider are:

•     employee engagement;
•     trainings (for cultural sensitivity and skills development);
•     shift scheduling;
•     quality monitoring; and
•     management style.

 

5. Review business policies and laws.

multilingual call center heads in a meeting

Government policies and laws, as well as regulations in specific industries, may influence the way you deliver multilingual customer support. This is especially true for companies in the finance, healthcare, or legal sectors. The main policies you need to pay attention to are those about consumer rights and privacy.

To ensure that your multilingual call center complies with all relevant laws, you may consult corporate lawyers familiar with the business environment of your target markets. Ideally, these practitioners must be from those areas themselves, as they’re more familiar with the local and national policies that could affect your operations.

 

6. Consider the technology you need.

IT manager working in the data center

It’s no secret that a large part of the customer experience is hinged upon technology. The right software and devices can help your contact center deliver the kind of customer service that addresses the preferences of your market.

Right now, all brands and service providers are focused on creating smarter strategies. Aside from connecting multiple platforms and streamlining customer transactions that take place in two or more devices, companies are working on more sophisticated solutions. Some of these are language-aware IVRs, multilingual self-service portals, and cloud-based operations.

These technologies exist to make the lives of customers easier, as they make flexible and agile solutions possible. They’d allow you to provide services regardless of time gaps and geographic borders and are thus a must for serving the international market.

 

7. Plan for future improvements.

businessman looking at cityscape during a storm

The customer experience is never meant to be stagnant. Along with advancements in technology and changes in how people make purchasing decisions, new customer support standards are being formed. For a multilingual call center to effectively assist the brands they represent, staying on top of the latest trends is a must.

To plan for future improvements, you need to continuously gather customer insights and ensure that they’re being echoed in the way you deliver your services. To do this, your internal departments must be well-integrated so you can make the most of the information you gather.

For multilingual call center needs, Open Access BPO offers scalable business solutions anchored on a multicultural company culture that captures your target market s specific needs. We speak your customers’ language to create better experiences for your brand.

 

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 3 days ago
Brands will face both opportunities and challenges as they navigate the complexities of meeting customer expectations in a rapidly changing environment.

𝗔𝗿𝗲 𝘆𝗼𝘂 𝗽𝗿𝗲𝗽𝗮𝗿𝗲𝗱 𝗳𝗼𝗿 𝘁𝗵𝗲 𝘁𝗶𝗺𝗲𝘀 𝗮𝗵𝗲𝗮𝗱?

𝗟𝗲𝘁'𝘀 𝘁𝗮𝗸𝗲 𝗮 𝗹𝗼𝗼𝗸 𝗮𝘁 𝘁𝗵𝗲 𝘁𝗿𝗲𝗻𝗱𝘀 𝘁𝗵𝗮𝘁 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱 𝘀𝗵𝗼𝘂𝗹𝗱 𝗮𝗰𝘁𝗶𝘃𝗲𝗹𝘆 𝗲𝗺𝗯𝗿𝗮𝗰𝗲 𝘁𝗵𝗶𝘀 𝘆𝗲𝗮𝗿.

----------
Ready to elevate your efficiency and focus on what you do best?
Outsource your #CustomerExperience for streamlined success.

Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CSat #CX
#OutsourcingCustomerService
Open Access BPO 3 days ago
𝗘𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗶𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Brands must ensure their #CustomerSupport agents are elevating #CustomerSupport.

Here are 4 of the critical areas your #QA must focus on to score your #CallCenter partner's performance: https://buff.ly/3whUbqq

----------
Let us worry about enhancing #CX for your brand so you don't have to.

Talk to us and let our outsourcing experts build a #CustomerSupport team for your business: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 4 days ago
There's nothing quite like quality #CustomerSupport for keeping consumers satisfied and loyal to a brand.

Captivate your customers and ensure brand loyalty with these #CustomerRetention tips: https://buff.ly/3wuq5QA

----------
Empower #CustomerSatisfaction with our #CustomerExperience business solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 4 days ago
𝐒𝐨𝐜𝐢𝐚𝐥 𝐞𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐢𝐧𝐯𝐨𝐥𝐯𝐞𝐬 𝐮𝐬𝐢𝐧𝐠 𝐩𝐬𝐲𝐜𝐡𝐨𝐥𝐨𝐠𝐲 𝐭𝐨 𝐭𝐫𝐢𝐜𝐤 𝐩𝐞𝐨𝐩𝐥𝐞 𝐢𝐧𝐭𝐨 𝐬𝐡𝐚𝐫𝐢𝐧𝐠 𝐜𝐨𝐧𝐟𝐢𝐝𝐞𝐧𝐭𝐢𝐚𝐥 𝐢𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧.

#CallCenters are common targets for these tactics, aimed at infiltrating a brand's sensitive information and protected strategies.

Here are potential #SocialEngineering techniques that can make you vulnerable to fraud: https://buff.ly/48pFzCX

----------

Partner with a #CallCenter with secure solutions to keep you and your customers' data safe: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #DataSecurity
#FraudDetection #InfoSec
Open Access BPO 5 days ago
It's crucial to meet your customers' expectations, but sometimes unforeseen circumstances can get in the way.

Here's a quick guide on how to handle those challenging moments and come out stronger with our #CustomerSupport strategy: https://buff.ly/42JjRZa

----------
Let's turn mishaps into opportunities: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX #CSat
Open Access BPO 5 days ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/49c1dvz

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO