You may also have customers in different parts of the world who call into your customer service center and speaks many different languages so you may need to have a multilingual call center to cater to their needs.

Basic Job of a Multilingual Call Center

A multilingual call center is one where all the agents are native speakers of different languages. The job of an agent working for such a call center is to receive the customer’s inquiries in the language spoken by that customer. The agent then has to answer these inquiries in the language understood by the caller.

This includes making sure the agent speaks in the right tone and volume to match the voice of the caller. In addition, an agent working for a multilingual call center should be able to use the correct vocabulary for each inquiry.

Business Areas that Multilingual Call center caters

A multilingual call center can cater to any business area which needs to speak to its customers in many different languages. There are some key industries in which a call center could specialize in this. These include:

• Automobile
• Banking/financial service providers
• Apparel
• Consumer products
• Food
• Health
• Insurance
• Pharmaceuticals
• Education
• Finance
• Media
• Technology
• Transportation
• Others

However, with the emerging globalization, there is also an increasing demand in the Government sector as many different governments are collaborating in different projects with each other.

Why is it important for your company to implement a multilingual call center?

If you are planning to expand into different countries then you need to have a multilingual call center in order to cater to the needs of your foreign customers. In fact, if your business has already reached a certain level of success and is expanding abroad then you can expect that many of your customers are from other countries.

If you do not provide your customers in different countries the option of choosing their preferred language when they contact you, then the potential language barrier may prove to be more harming your business in the longer run.

Here are some of the reasons why you should consider implementing one:

Increase customer satisfaction and retention rate

You will have to offer your customers a multilingual call center so that they are able to communicate with you easily and effectively. This will make them feel that their needs are being met and hence increase their loyalty.

Improve sales by providing better service

Multilingual call centers can help improve your sales. For instance, if you sell consumer goods such as clothing, you can use this service to improve sales in countries where your business is not as well established.

Grow brand awareness

Having a multilingual call center is also good for your brand. If you have a strong brand identity, then a multilingual call center will be a good way to promote it across different geographies.

What are the different types of multilingual call centers?

There are many different types of multilingual call centers that you can consider implementing. Some of these include

Location-based Multilingual call centers

These are the more localized call center in areas where up to 5 different languages are spoken but are usually mutually intelligible to some extent. The scope of these businesses is usually specific to that area. This type of Multilingual call center is more prevalent in Government services and local sales.

Interpreting & Transcription service provider

These are usually the types of multilingual call centers which are more inclined towards either the education sector or the legal sector. Interpreting means to build a basic understanding of whatever is being said and transcription generates a documented copy of the speech.

Virtual assistant service provider

The virtual assistant service provider is basically a customer care call center. It can also be done using software tools but the human element is handled by the agents. This mode is much prevalent in customer service and back-end troubleshooting.

There are other different kinds of call centers that are multilingual. These include:

• Voice only call center
• Voice and text call center
• Voicemail to email Text only call center
• Call waiting
• Call forwarding

How to manage your multilingual call center

In order to effectively run a multilingual call center, you need to have a multilingual call center management system. The system will ensure that all calls are being managed efficiently. The system can also help you track incoming calls and their information. Here are some of the most important aspects of a multilingual call center management system:

Managing the multilingual call center

In order for you to effectively manage your call center, you need to know what type of systems you should be looking for. For instance, if you want to handle more than one language, then you need to look for a call center management system that can provide all the services of handling different languages.

Tracking System

You also need to have the ability to track how many calls are being made from different countries. The system can also help you track which languages are being used by each call center agent so that you can make changes accordingly.

Analytics

If you want to track the phone calls that are being handled, then you need to have a multilingual call center management system that can give you access to the analytics. These analytics will allow you to track which customer is using what language.

Client Relationship Management Tool

Another important aspect of managing your call center is the CRM tool. This tool will allow you to create and maintain an individual profile for every customer.

Benefits of a Multilingual Call center

Here are some of the benefits of a multilingual call center:

Multi-channel Marketing

Having a multilingual call center allows you to reach out to customers across different channels. This means that you can use different media to effectively promote your products and services. For example, you can use emails, websites, social media, telephone, and many others.

Increase in Brand Loyalty

The language barrier usually hinders the customer from speaking with someone. Having a multilingual call center allows you to overcome this language barrier. You can provide better service to your customers by speaking with them in their native language. This can also make your business more accessible to your customers.

Better Customer Service

Having a multilingual call center allows you to speak with the customers in their native language. This will help you to understand what the customer is really trying to say and give a better service. You can also create a personal relationship with your customers.

Conclusion

Multilingual call centers are becoming increasingly important as they are the fastest-growing segment of call centers. As you can see, a multilingual call center is something that can help your business grow. We hope that you found the content of this article useful. If you have any questions, comments or concerns, please don’t hesitate to contact us.