Multilingual Services: Why Cultural Competency Matters

Multilingual Services: Why Cultural Competency Matters

OABPO Blog Team Published on September 20, 2013Last updated on January 19, 2023

While language is business for call center companies offering multilingual services, it’s not the sole determinant for success.

These companies also need to show deep cultural understanding to effectively reach out to a diverse market.

call center agent providing multilingual services to customers from laptop

Customers in different locations are separated by both a common tongue and cultural background. It is therefore a mistake to think that using only the English language would be sufficient, or that the employees’ foreign language capabilities are all it takes to cater to these customers.

Cultural awareness is important to effectively meet the demands of customers whose primary language is not English. For customer service, it enables agents to understand the inherent cultural context of issues, know what values are held dear by customers, and avoid faux pax that may be regarded as offensive or insulting.

The same goes for marketing campaigns carried out by call centers offering multilingual services. By employing specific keyword selections, they can localize the campaigns and make their idea relevant to customers in a particular community. For instance, German-speaking agents know that, while the term “mobile” is used in the UK and “cellphone” in the USA, German customers use “handy” to refer to the portable phone.

Lastly, cultural adaptation also enables a business to come up with innovative ideas fit for a specific culture.

Highlighting the Role of Culture

multilingual services team standing in call center office

A call center or business process outsourcing (BPO) company can ensure cultural competency by hiring applicants with deep cultural knowledge and an understanding of the customers’ expectations. It can also provide cultural training spearheaded by native speakers and consistently evaluate the performance of its talents.

Overall, an understanding of cultural diversity is essential for multilingual call center, especially those that provide multilingual servicess. This allows them to understand their customers and thus fulfill requirements specific to their backgrounds.

Multilingual outsourcing gives brands the opportunity to create meaningful relationships with their foreign customers. Open Access BPO offers customer experience and back office support in over 30 languages, so you can speak your customers’ language easily. Contact us to outsource.

 

Read More

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO21 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