Why multilingual call centers should go beyond language

Why multilingual call centers should go beyond language

Faith Ocampo Published on July 28, 2015

diverse-call-center-team-at-talking-to-customers-over-the-phone
In today’s competitive market, multilingual call centers open the avenue for better customer service. By outsourcing to them, businesses can focus on their core competencies while cultivating good customer relations. This added advantage is especially useful as the impacts of globalization continue to shape today’s business sphere. Moreover, many outsourcing companies aim to satisfy the changing needs of customers, placing brands at a competitive standpoint.

Indeed, all brands out there want to provide its market with the ultimate customer experience. This necessitates gamification, personalization, and a simultaneous presence across several customer touchpoints. By outsourcing to a bilingual call center, brands have overcome language differences, a common problem in the outsourcing industry. But how can contact centers elevate their service to push its focus beyond just language?

What going beyond language means

delighted multilingual call center agent at work
A customer service strategy that focuses on something bigger than efficient communication will be the cornerstone of business success, especially in terms of customer loyalty.

Sure, multilingualism in call centers breaks down the language barriers between agents and customers. This enables brands to actively communicate with their communities and form a personal relationship with them. Good customer service, however, doesn’t consist solely of speaking the customer’s language. If brands want to exceed the expectations of its customers, they must create something that s entirely their own.

Going beyond language provides businesses a huge competitive advantage as they seek to distinguish themselves from other brands. A customer service strategy that focuses on something bigger than efficient communication will be the cornerstone of business success, especially in terms of customer loyalty. One way to do this is to be consistent in upholding the organization s values, as brand identity depends hugely on the principles being advocated by a brand.

Taking the next big step

How can outsourcing companies ultimately improve the customer experience?

male-customer-support-agent-in-glasses-surrounded-by-diverse-call-center-coworkers

For a bilingual call center, going beyond language means being able to bridge cultural gaps and respect differences. It also entails being the bigger person during agent-customer interaction and getting out of one’s way to please customers. If you’re not able to convince people that you’re worth their time and money, it means that you fall short of their standards. What an organization needs the most at this point is to regroup and formulate a new customer service approach.

Although the formula may be generic (and a little cliche), it works. It’s a matter of careful planning, strategic management, and hiring the right people. On top of these, a well-defined focus is the most important factor that determines a business’ future.
In this age of rapid globalization, changing customer preferences, and tough market competition, the pressure is on multilingual call centers. They must continue to innovate and find new techniques to surprise customers and foster brand loyalty.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

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