How To Hire Multilingual Agents For Your Call Center?
How to hire multilingual agents for your call center? This question is asked quite often by those who are looking to set up or expand their call center operations. The answer is not as difficult as it may seem.
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Simetrix SolutionsHow To Hire Multilingual Agents For Your Call CenterSimetrix SolutionsHow To Hire Multilingual Agents For Your Call CenterSimetrix SolutionsHow To Hire Multilingual Agents For Your Call Center<iframe src='https://simetrix-solutions.com?action=embed_zoomsounds&type=player&margs=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' style='overflow:hidden; transition: height 0.3s ease-out;' width='100%' height='180' scrolling='no' frameborder='0'></iframe>
- Rework your job description
- Post your job on international job boards
- Leverage employee referrals
In today’s increasingly global economy, more and more businesses are finding the need to expand their customer service operations to include multiple languages.
If you’re looking to expand your call center operations into new markets, you’ll need to hire multilingual agents. But how do you go about finding the right candidates?
In this blog post, we will explore 3 key factors to look at while hiring multilingual agents for your call center. So if you’re looking to expand your call center operations into new markets, read on!
How to hire multilingual agents for your call center?
Hiring multilingual agents for your call center can help you to reach a wider audience, improve customer satisfaction, and increase sales. When you are hiring multilingual agents, it is important to consider their language skills, customer service experience, and cultural competency. There are 3 key factors to consider while hiring multilingual agents for your call center:
1. Rework your job description:
When you are hiring multilingual agents, it is important to rethink your job description. Include language skills as a required qualification and customer service experience as a preferred qualification. You may also want to consider including cultural competency as a required or preferred qualification. This will help you to attract a wider pool of qualified candidates. Besides, all the requirements that you have for your regular call center agents, here are some key qualities to look for when hiring multilingual call center agents:
i. Language Skills:
The most important thing to consider when hiring multilingual agents is their language skills. They should be able to speak the languages you need for your call center. They should also be able to understand the dialects and accents of those languages. Furthermore, they should be able to read and write in the languages they will be speaking. When you are testing language skills, it is important to use a variety of tasks such as listening to recorded calls, reading scripts, and writing responses to customer inquiries.
ii. Customer Service Experience:
In addition to language skills, you should also consider customer service experience when you are hiring multilingual agents. They should have experience working in customer service or a call center. And also be able to handle customer inquiries and complaints professionally and courteously. Moreover, they should be able to upsell and cross-sell products and services. As you are testing customer service experience, you can use role-playing exercises, customer service simulations, and skills tests. These will help you to identify agents who can provide excellent customer service.
iii. Cultural Competency:
When you are hiring multilingual agents, it is also important to consider their cultural competency. They must be able to understand the cultures of the people they will be speaking to. They should be familiar with the customs and traditions of those cultures. Also, they should be able to speak the language fluently. As a result, they will be able to build rapport with the customers and provide them with the best possible customer service.
2. Post your job on international job boards:
When you are hiring multilingual agents, it is important to post your job on international job boards. This will help you to reach a wider pool of qualified candidates. You can also use social media to reach a wider audience. These platforms can help you to connect with multilingual candidates from all over the world. Also, advertise in local newspapers or online classifieds in different languages.
3. Leverage employee referrals:
When you are hiring multilingual agents, it is important to leverage employee referrals. You can ask your employees to refer candidates who they think would be a good fit for the job. This will help you to reach a wider pool of qualified candidates. Surprisingly, many companies overlook this method of recruiting. In this way, you can connect with multilingual candidates who are already familiar with your company culture.
FAQs:
1. Does social media help in hiring multilingual agents?
Yes, social media can help you to reach a wider audience. You can connect with multilingual applicants from all over the world using this platform.
2. Where can I post my job to reach a wider audience?
Posting your job on foreign job boards is crucial when employing multilingual agents. This will enable you to find applicants from a larger pool of qualifications.
3. What are some of the key qualities to look for when hiring multilingual agents?
When you are hiring multilingual agents, the most important thing to consider is their language skills. The languages you require for your call center should be spoken by them.
Final Verdict:
Hiring multilingual agents can be a challenge. However, by following some tips mentioned above in this guide, you can reach a wider pool of qualified candidates. Also, consider their language skills, customer service experience, and cultural competency.
We hope this guide was helpful for you. In addition, feel free to post any questions you have in the comments section below.
