The benefits of self-help options to a multilingual call center

The benefits of self-help options to a multilingual call center

OABPO Blog Team Published on April 25, 2014

multilingual-call-center--
Self-help options prove to be beneficial to call center operations. They have similar and varying advantages to different types of voice service. Technical support call centers, for example, solve issues such as ticket overflow, communication difficulties, and uneven ticket allotment through self-service solutions. A multilingual call center can also gain these benefits, but more than these, self-help tools enable the contact center to break barriers that are unique to the multilingual voice service segment.

•   Time zone barriers

multilingual-call-center-

Even if a multilingual call center provides 24/7 support, the time zone differences between the operation site and the multinational clientele might still cause issues. Phone connections may not be sturdy at certain times in the customer’s location.

In other instances, the call center may reach their maximum call volume during a specific hour, resulting in long call queues and waiting periods. With non-voice support tools in place, brands can transact with customers any time of the day without having to face technical difficulties and delays.

•   Language barriers

An agent that is well-versed in the language the customers speak may still face contextual difficulties. This is especially if the agent speaks the customer’s tongue merely as a second language. On the other hand, some customers prefer reading complex instructions than getting these dictated over the phone. With readily available sources such as FAQ pages and social media channels, customers could understand the solutions at their own pace.

•   Personal barriers

multilingual-call-center

Some people would rather fix issues or get answers by themselves than seek help from strangers. Others have doubts entrusting sensitive information over the phone, so they choose to seek assistance in other ways. With self-service solutions in place, customers will have no qualms contacting the brand.

Language, location, and personal misgivings should not hinder a multilingual call center from delivering topnotch customer service. Thus, contact centers must offer alternative ways for customers to get answers and process transactions in their own time and manner.
 
 

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO5 days ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Ensure business growth and program deployment by choosing the right outsourcing company to back up your #CallCenter processes. See how Open Access BPO effectively launches client programs with its flexible #outsourcing implementation approach: https://zcu.io/1EtL

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Your frontline #CallCenter agents play a vital role in fulfilling your commitments to your clients. Recruit the right people to make sure your #CustomerService strategies are implemented effectively: https://zcu.io/dPNj

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
The past year taught the industry that unforeseen events can have a drastic impact on businesses. But in the same way, we learned that it was possible to conquer them and turn them into opportunities for #growth.

Read more: https://zcu.io/4dWY

#WeSpeakYourLanguage #BusinessContinuity