Which type of agent is best for multilingual tech support?

Julie Pearl Published on May 23, 2014

How do you know if you need a generalist or a specialist for your tech support team? Open Access BPO weighs the options by giving an overview of what the two types of agents can do.

There are two types of call center agents: the generalist and the specialist. What sets these agents apart from each other is the type of task assigned to them. Generalists are able to handle a broader area of the call center work, while specialists focus on a certain type of service.

To take a closer look at how they differ, here is a breakdown of what each type of agent can do:

The generalists

smiling mulitlingual call center agent with technical support team
  • They have a broad call center knowledge, which encompasses the duties of a customer service representative, tech support agent, and telemarketer.
  • They can adjust their skills according to the current need. Generalist members of the sales team, for instance, can fill in for an understaffed inbound customer service account.
  • They can assist more customers and accomplish more kinds of tasks.

 

diligent call center agent providing technical support

The specialists

  • They specialize in one specific area (IT, sales, or customer service), and they excel in their chosen field.
  • Their abilities are focused solely on their expertise, so they know the whole scope of their work more than any type of agent.
  • They handle complex, more serious cases that lower-skilled agents escalate to them.

Since multilingual tech support can be both a specific and a broad area of business process outsourcing (BPO), you should first assess what kind of products you have and what types of issues your customers commonly face.

If your brand sells a wide range of electronics, from mobile phones to kitchen appliances, for instance, it’s ideal to hire tech proficient jacks of all trades who could instruct users on proper tool handling and solve general gadget problems.

If you have a narrower product line, tablet computers, for example, it’s advisable to let specialists do the troubleshooting when requested. Since this is the only type of merchandise you produce, the issues that users will face would only be related to the tablet’s functionality. Getting generalists might not be a good idea because their knowledge may be too broad for your niche while their skills are too basic for your industry requirement.

diverse call center employees with team leader

The best option for businesses with a diverse consumer base, however, is to have a two-tier setup. This involves having generalist agents at the forefront to assist callers in simpler concerns and having specialists at the back end to handle more complex tech issues.

One staffing strategy you could use is to have English-speaking generalists and English-speaking specialists, plus foreign language agents who would be considered specialists because they would be the ones who’ll take care of international customers. This works best if the majority of tickets you receive composes of simple service requests, while time-consuming, difficult cases, including those from non-English speakers, don t come as often as the simple problems.

OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
Join us on facebook
Open Access BPO 3 days ago
#SocialEngineering is a manipulative technique that uses psychological tactics to deceive individuals into revealing confidential information or taking actions they wouldn't typically do.

And #CallCenter agents are among the favorite social engineering targets.

Here are potential #SocialEngineering techniques that could leave you a sitting duck for cross-channel fraud: https://buff.ly/45XxFjJ

----------
Learn about our rigorous #DataProtection policies and #DataSecurity compliance:
https://buff.ly/44ZrTN9

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

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 3 days ago
Promote cultural competence in your multilingual team by injecting culture education in your workplace's communication approach, team building, time management, and holiday observance.

But why should you even do this? Here's why: https://buff.ly/3LwSOJl

----------
For your global customers, only trust in a multilingual industry expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusion #CulturalDiversity
#CX #EmployeeManagement #DiversityManagement
Open Access BPO 4 days ago
It's clear that #ecommerce fraud is a growing concern, and the fact that many companies are at a loss at #fraud prevention is making this problem even worse.
What makes fraud detection and management difficult?

To deal with this, outsourcing companies also offer content-focused fraud protection services.

Read more: https://www.openaccessbpo.com/blog/growing-fraud-problem-plaguing-ecommerce/

----------
For secure outsourcing solutions that protect your data: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 4 days ago
๐—ง๐—ต๐—ฒ ๐—–๐—”๐—Ÿ๐—  ๐—”๐—ก๐—— ๐—–๐—ข๐—Ÿ๐—Ÿ๐—˜๐—–๐—ง๐—˜๐—— ๐—–๐—จ๐—ฆ๐—ง๐—ข๐— ๐—˜๐—ฅ

Engagements with the Calm and Collected Customer may seem smooth, but they tend to keep their emotions in check.

As a result, it may be challenging to gauge their level of satisfaction or sense or if there are any underlying frustrations.

They may not readily express their concerns or needs, so actively engage in proactive questioning and attentive listening.

Ask open-ended questions to encourage them to share more about their needs and concerns.

Use their input to provide a personalized customer experience that aligns with their goals
Show that you understand their situation and are there to support them. Reassure them theyโ€™re in good hands with your brand.

.
.
.
.
.
Read more:
4 ๐‘ช๐’๐’Ž๐’Ž๐’–๐’๐’Š๐’„๐’‚๐’•๐’Š๐’๐’ ๐‘บ๐’•๐’š๐’๐’†๐’” ๐‘ป๐’š๐’‘๐’Š๐’„๐’‚๐’ ๐‘จ๐’Ž๐’๐’๐’ˆ ๐‘ช๐’–๐’”๐’•๐’๐’Ž๐’†๐’“๐’”
https://buff.ly/46mG93t

---------
Open Access BPO knows your customers and we understand their needs.
For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CSat
#CustomerSatisfaction #CX
Open Access BPO 4 days ago
๐—˜๐˜ƒ๐—ฒ๐—ฟ๐˜† ๐—ถ๐—ป๐˜๐—ฒ๐—ฟ๐—ฎ๐—ฐ๐˜๐—ถ๐—ผ๐—ป ๐—บ๐—ฎ๐˜๐˜๐—ฒ๐—ฟ๐˜€ ๐—ถ๐—ป #๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐—˜๐˜…๐—ฝ๐—ฒ๐—ฟ๐—ถ๐—ฒ๐—ป๐—ฐ๐—ฒ.
Brands must ensure their #CustomerSupport agents are elevating #CustomerSupport.

Here are 4 of the critical areas your #QA must focus on when evaluating your #CallCenter partner's performance:
https://buff.ly/3Znm7E1

โ€”โ€”โ€”โ€”โ€”
Ensure #CSAT with every customer interaction. Upgrade your #CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 6 days ago
Companies can survive from an onslaught of business disasters, but once employees quit in droves, it can be difficult to recover.

๐—›๐—ฒ๐—ฟ๐—ฒ ๐—ฎ๐—ฟ๐—ฒ ๐˜๐—ต๐—ฒ ๐˜๐—ผ๐—ฝ ๐Ÿฑ ๐—ถ๐˜€๐˜€๐˜‚๐—ฒ๐˜€ ๐˜๐—ต๐—ฎ๐˜ ๐—ฐ๐—ฎ๐—ป ๐—ณ๐—ผ๐—ฟ๐—ฐ๐—ฒ #๐—–๐—ฎ๐—น๐—น๐—–๐—ฒ๐—ป๐˜๐—ฒ๐—ฟ ๐—ฎ๐—ด๐—ฒ๐—ป๐˜๐˜€ ๐˜๐—ผ ๐—พ๐˜‚๐—ถ๐˜ ๐—ณ๐—ผ๐—ฟ ๐—ด๐—ผ๐—ผ๐—ฑ: https://buff.ly/3RsiACi

----------
For flexible #outsourcing solutions to match your operational goals, schedules, and budgets: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO