The Power of Inclusion: How Inclusive Hiring Helps Multilingual Call Centers Build Customer Relationships

JV Razal Published on June 14, 2023

Inclusivity is about making sure everyone feels welcome and valued, no matter who they are or where they come from. It means giving everyone a fair chance to participate and be heard.

Indeed, inclusivity has seeped into everyone’s expectations of what a company should be like, especially when it comes to its workforce. This is why managing diversity and inclusion continues to be the norm among businesses, including call centers.

What is Inclusive Hiring?

inclusive hiring depiction diverse call center team interviewing customer service job applicant

Inclusive hiring (or diversity hiring) is the practice of ensuring equal recruitment opportunities for everyone, regardless of gender, age, sexual orientation, religion, ethnicity, or ability.

Here, companies seek out and hire applicants from diverse backgrounds though everyone will go through the same recruitment process and are assessed solely on the most relevant hard and soft skills for a position.

The aim is to create a workforce that reflects the diversity of society and provides equal opportunities for all candidates.

For call centers, inclusive hiring is a good way to boost recruitment numbers and allows them the freedom to select only the best and most coachable candidates for any outsourced job.

Why is Inclusive Hiring Important?

diverse team product of inclusive hiring discussing in call center

Inclusive hiring recognizes that diversity brings unique mindsets, experiences, and skills to the workplace, which can lead to increased innovation, creativity, and problem-solving capabilities. By removing barriers and biases in the hiring process, companies can tap into a wider talent pool and ensure that all individuals have a fair chance to compete for job opportunities.

Inclusive hiring results in better coordination among all employees as a company’s goals can now be achieved through solutions from different perspectives.

Call centers can take advantage of inclusive hiring by promoting a work environment that brings out the creativity of customer support agents. For example, when an agent is talking to a caller who understands their native language, it makes for a smoother conversation and a productive output.

Benefits of Inclusive Hiring in Multilingual Call Centers

inclusive hiring team in meeting discussion in call center

Multilingual call centers are the ones that benefit the most from inclusive hiring. Here’s why:

  • Promotes Multilingual Expertise

    With numerous companies expanding to different parts of the world, it’s important for their outsourcing partners to be able to understand the native language of their new customers. As previously mentioned, customer service gets better if the agent and the caller are speaking the same language.

  • Cultural Knowledge

    inclusive hiring depiction diverse business team in meeting planning

    Cultural sensitivity is another important quality that companies must possess, given that communities all over the world have effectively become melting pots of varying ethnicities. Once again, call centers can demonstrate a respect for different cultures not just through unbiased recruitment but also in acknowledging the traditions each employee is observing.

  • Better Productivity

    Multilingual call centers avoid misunderstandings with customers which leads to solutions being delivered accurately and quickly. It also saves the call center resources as it no longer has to invest in translators or train agents to understand a customer base’s native language. Inclusive hiring already assures a good return on investment in this aspect of the call center business.

  • Employer Branding

    With today’s society consisting of people from different cultures, it is important for businesses like call centers to support equity for everyone. These days, job applicants are checking company backgrounds and workforce for diversity recruitment inclusive hiring, as it determines the kind of employer branding it has.

Inclusive Hiring as an Important Change to Improve Customer Relationships

When call centers embrace inclusive hiring, they learn what it truly means to have empathy and cultural sensitivity-values that customer support reps should always have. In addition, a better connection is established between brands and consumers when support agents are able to understand the language that customers speak.

Inclusive hiring recognizes that diversity brings unique mindsets, experiences, and skills to the workplace, which can lead to increased innovation, creativity, and problem-solving capabilities.

Hiring a diverse workforce empowers call centers by improving their capabilities for innovation. Agents who can offer various perspectives enable call centers to develop unique but effective strategies for maintaining customer satisfaction.

Inclusive hiring also brings cultural representation to customers. Through this practice, call centers show consumers that they are being respected and valued regardless of their gender, sexual orientation, ethnicity, religion, or abilities. When customers see that the call center reflects their individual identities, they are more likely to trust the agents they are talking to.

Why Should Companies Consider Outsourcing to Inclusive Call Centers?

Companies should consider outsourcing their call center operations to call centers with a diverse workforce for several compelling reasons:

  • Cultural Understanding and Sensitivity

    diverse call center team product of inclusive hiring at work assisting customers

    Call centers with a diverse workforce bring a deeper level of cultural understanding and sensitivity to customer interactions.

    They have employees from various backgrounds, languages, and ethnicities who can better connect with customers from different regions and cultures. This helps in building rapport, understanding cultural nuances, and providing a more personalized customer experience.

  • Language Proficiency

    A diverse call center workforce often includes employees who are proficient in multiple languages. This language proficiency is crucial in serving customers who may prefer or require support in their native language. By outsourcing to a call center with a diverse workforce, companies can ensure that they can effectively communicate with customers in different languages, enhancing customer satisfaction and loyalty.

  • Global Reach

    Companies with a diverse customer base that spans across different regions and countries can benefit from outsourcing to call centers with a diverse workforce. These call centers often have the capability to provide support in multiple time zones, enabling businesses to extend their customer service hours and cater to customers in different parts of the world. This global reach ensures that customer queries and concerns are addressed promptly, leading to improved customer satisfaction.

  • Empathy and Cultural Competence

    inclusive hiring depiction smiling customer experience call center agent near world map

    Call center agents who come from diverse backgrounds often possess higher levels of empathy and cultural competence. They can relate to customers from different walks of life, understand their unique challenges, and provide empathetic support. This enhances the overall customer experience by making customers feel understood, valued, and respected.

  • Enhanced Problem-Solving Skills

    A diverse call center workforce brings together individuals with different perspectives, experiences, and problem-solving approaches. This diversity of thought fosters innovative thinking and enhances problem-solving skills within the team. Agents can collaborate, share insights, and develop creative solutions to customer issues, leading to more effective and efficient customer support.

  • Improved Customer Satisfaction and Loyalty

    By outsourcing to call centers with a diverse workforce, companies can provide a more inclusive and customer-centric experience. Customers appreciate being able to communicate with agents who understand their language, culture, and unique needs. This leads to higher customer satisfaction levels and increases the likelihood of customer loyalty and repeat business.

  • Brand Reputation

    inclusive hiring depiction diverse call center agents asian customer experience

    Outsourcing to call centers with a diverse workforce reflects a commitment to inclusivity and diversity, which can positively impact a company’s brand reputation. Customers appreciate companies that prioritize diversity and cultural sensitivity in their customer service operations. By partnering with diverse call centers, businesses demonstrate their commitment to providing exceptional service that respects and values customers’ diverse backgrounds.

Open Access BPO remains the leader in delivering excellent customer service across multiple channels and languages. To be the most reliable as we can be in this aspect, we make sure to embrace inclusive hiring practices and promote fairness for everyone. We also strive to have an empowering work environment to attract only the best talent from all walks of life.

With a diverse and inclusive work environment you can be sure your brand image will only get better. Contact us today to get your partnership with Open Access BPO started.


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JV is an experienced content specialist having written in both media intelligence and SEO industries, with a particular focus on interactive media and esports. He now takes his writing chops to create blogs related to Open Access BPO's services, culture, and events.
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