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

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Are you losing customers over time? Here are five reasons why #CustomerRelationships fall south and how you can deal with them.
Read more: https://zcu.io/9YwD

#WeSpeakYourLanguage #CX #CallCenter
Open Access BPO
Open Access BPO4 days ago
How do #tech companies boost customer relations? Find out how #CustomerSupport outsourcing creates opportunities for better customer experiences and business growth: https://zcu.io/4T2V

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO7 days ago
Businesses that can speak their customers’ language have the upper hand in foreign markets. But which #CustomerService languages should you include? Consider these top five languages to ensure global success: https://zcu.io/x5QC

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
The #outsourcing industry is faced with its own technical and natural crises. Check out these #CrisisManagement tips to ensure that your #CallCenter stays uninterrupted when dealing with unexpected situations: https://zcu.io/v3J0

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Asking the right questions enable #CallCenter agents to determine the root causes of an issue. This helps drive conversions 30% higher.

See how more of these #CustomerService insights can improve your support strategies: https://zcu.io/Vn6G

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
#ContentModeration is a vital tool for preserving a brand's positive online reputation. Here are figures that demonstrate why every company needs a team to manage their online #content: https://zcu.io/x5LW

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!