Why Call Centers In The US Should Hire Bilingual Agents
The Call Center has become the primary tool for achieving success in the current economic environment of the 21st century in the United States; having personal, agents, management, and administrative staff, who are bilingual brings significant benefits to your operation and customer satisfaction through the leverage of a bilingual call center operation.
The Spanish Speaking Population in the United States and the Importance of a Bilingual Call Center
The latest information available from the United States Census Bureau tells us that there are at least 41 million native speakers with an additional 12 million bilingual speakers, meaning they speak Spanish and another language such as English.
This makes the Spanish-speaking market one of the fastest-growing segments in the United States, making at least one-sixth of the United States population and rapidly becoming a significant demographic of the current economy.
Considering this, the Spanish-speaking population is becoming an essential backbone of businesses around the United States, enabling communication through Spanish to make better-educated decisions and opens opportunities for greater customer experience and upsell.
Customer Satisfaction Continues To Be the Mark Regardless of Language or Culture.
A bilingual Call Center closes the gap in creating excellent customer service and an experience that rapidly makes a loyal customer baseline from one of the fastest-growing demographics in the United States.
Speaking the language is only part of the experience; understanding customs, culture, and tendencies makes the bilingual Call Center an effective tool to understand your client’s mindset and promote your business culture and brand without barriers.
Most importantly also helps retain clients and aids in bringing in new ones; one key factor to put it into perspective is that 82% of United States consumers will not continue to interact with a brand if they have one bad interaction.
Your Brand is Taken Far and Beyond Through Language.
The bilingual Call Center helps create a tailored and personalized experience for your customers; communicating in their language opens opportunities to create new campaigns, and a deeper understanding of a demographic by effectively using the information gathered from every interaction.
Taking advantage of this opportunity can easily open the market to a new demographic, efficiently promoting and creating awareness of your products and services in a way that makes them approachable to your new clients.
Another important factor that this brings to the table is word of mouth from the customer experience created using a bilingual call center; considering that 92% of people trust recommendations from family and friends. This is another excellent way to achieve success when moving into an untapped market.
Final Thoughts
The bilingual Call Center is becoming a de facto norm in businesses around the United States; the empowering of the Spanish speaking population inside the United States makes it a desirable demographic to service, which can easily be done through the right set of services and agents to assist them every step of the way.
Be it through the use of your own bilingual Call Center or the leverage of a nearshore partner with years of experience in bilingual customer experience, the opportunity for growth can be achieved regardless of the path chosen.
We have more than 45 years of experience in the BPO Industry and can help you to read all the benefits with a fast return on investment.
Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.
Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.
If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.
[1] https://telelanguage.com/spanish-speakers-united-states-infographic/
[2] https://techcrunch.com/2010/10/13/customer-service-rightnow/
[3] https://www.bigcommerce.com/blog/word-of-mouth-marketing/#what-is-word-of-mouth-marketing
