Why a multilingual call center must learn different phone etiquette

Why a multilingual call center must learn different phone etiquette

April 28, 2014

smiling-female-multilingual-call-center-agent
Aside from greeting and parting with customers using the language they speak, what should a multilingual call center agent do to make the phone conversation go smoothly?
There is a universal rule that all contact centers must follow: never be rude. Customer service representatives must always exude courtesy when on the phone with a customer. While this common etiquette is observed in any call center, agents should still learn manners and customs unique to the country where their customer base concentrates. Phone etiquette varies by culture, language, and country, so knowing the right things to do and say would save CSRs from unintentionally offending callers.

Phone etiquette in the West

multilingual-call-center_---

In some Western countries, particularly the US, telemarketing calls after 9:00 p.m. is unacceptable unless the recipient has pre-granted the caller permission to call. Telemarketers should be aware of Do Not Call Registry and FCC rules to avoid getting penalized, fined, or permanently blocked.
Promptness is an important trait to have if your call center caters to European markets, as some nations want conversations and even voice messages to be straight to the point. For instance, Italians greet the phone with Pronto, their word for “promptly,” because they value conciseness as much as they value time. Like them, Brazilians want a CSR to pick up the phone quickly because it’s rude for them to ignore a call. Meanwhile, the French opposes the other two nationalities’ preference for prompt speaking because French people tend to speak softly.
Western countries may have some contrasting phone manners, but one thing that’s seemingly common among them is their wariness in giving personal information over the phone. Thus, multilingual call centers with a vast Western customer base should be able to build trust in order to collect accurate information from callers.

Phone etiquette in the East

multilingual-call-center_--

Some countries in the East observe the same phone etiquette common in the West.
For one, Russians tend to be secretive and prompt when on the phone. Thais and the Chinese also want recipients to answer as fast as they can, so they’ll likely keep dialing until they hear a hello at the end of the line.
Despite these few similarities, Eastern callers are generally loose compared to the more formal Westerners. Except for Japan, Asian nationalities such as Chinese, Indians, and Thais entertain callers whenever and wherever they are available, including during meetings, after nine in the evening, and in public places.
Moreover, people are chattier in the East. Egyptians, for example, take their time exchanging pleasantries before getting to the point. But even if Asians and Middle-Easterners are friendlier on the phone, they still demand full attention when speaking with someone—a useful tip that multilingual CSRs must take note of when dealing with customers from the East.

Parting remarks

It is indeed important for multilingual call center firms to be acquainted with the etiquette of the nationalities they serve. What’s more important, however, is that they deliver effective, courteous, and topnotch service no matter the language spoken or the custom followed.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO7 hours ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO11 hours ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO1 day ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO2 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO4 days ago
The growing number of #CustomerService cases resolved via #SocialMedia proves that the Internet has become the go-to channel for new generation consumers. Here's how you can supercharge your brand's social media customer support: https://zcu.io/wzqS

#WeSpeakYourLanguage