ULG's Language Services Blog

Thinking About A Multilingual Call Center? It’s Probably A Good Idea


You’ve purchased a new product online, and you can’t wait to get your hands on it.

Once it arrives in the mail, you use your car key as a de facto box cutter, remove the packaging and get rid of the packing peanuts. Everything appears fine, until you try to use it – it doesn’t work.

When this happens, it’s likely you’ll give customer support a call. But what if the technician on the other line doesn’t speak your language?

Multilingual call centers streamline business for global companies and build trust among international customers. Customers want services in their native language, and providing multilingual support makes business easier for both clients and companies.

Here’s a look at some of the benefits companies will reap when they set up international call centers thorough a Language Service Provider (LSP).

Increased Customer Satisfaction

Customer satisfaction has become more and more important as eCommerce becomes the norm. The International Customer Management Institute (ICMI) conducted a 2017 poll and found that more than 50 percent of contact centers said improving customer satisfaction is a key focus.

In addition, 75 percent of shoppers prefer doing so in their native language, and almost 80 percent of contact centers serve customers that don’t speak the native language, according to ICMI.

Catering to non-native speakers will increase customer satisfaction and help you ensure you can retain clients from around the globe. That’s a plus for both parties.

Expand Your Reach

The ability to communicate with non-native speaking clients enables brands to reach new markets. Roughly 1.6 billion people bought products online in 2016, and global eCommerce sales made up for almost $2 trillion in the United States.

Gone are the days of only serving buyers in your native country. By establishing multilingual call centers, you will not only increase customer satisfaction, you’ll also be able to connect with new consumers.

By using linguists with specific subject matter expertise in a certain area, you’ll be able to successfully expand into specific markets or target niche consumers.



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Boosts In Productivity

When you work with LSP linguists, there’s less of a chance callers will have trouble communicating with customer service representatives. Certified interpreters have proven their abilities through rigorous testing and training, and understand the cultural and linguistic nuance of the target language they work in.

This increases productivity and allows companies to put more focus on sales and operations and spend less time making sure multilingual calls are being handled correctly. Effective communication leads to shorter call times and the ability to solve problems quickly.

Effective Communication

Establishing effective multilingual call center support increases customer satisfaction and productivity for global companies. It also shortens call times and reduces the chance for errors in the process.

In today’s world, global business is multilingual and customized services are expected. Providing services and support in more than one language is crucial to an organizations’ success.



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