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In many situations, deciding to outsource your call center services is a wise strategic move to lower costs and improve customer relationships. But you may be missing major opportunities if you don’t consider a bilingual answering service. According to recent estimates, the U.S. is home to the fifth largest Hispanic population in the world. Companies must be able to address Spanish-speaking customers to tap this valuable market. Fortunately, some expert call center services provide this vital language capability. Major Benefits of Outsourcing Call Center Services Outsourcing call center services, in general, provides companies with an impressive value proposition. Since you don’t have to build an in-house service, you forego the expense of staffing, training and maintaining personnel. You also don’t have to make the huge capital investments required for a call center operation, including facilities and technology. Typically, companies aren’t able to hire the same number of representatives as an outsourced call center. As a result, in-house response times may suffer. Outsourcing allows you to have a large, dedicated staff at your disposal that you don’t have to worry about training or managing. Another crucial role outsourced call centers play, and one often not realized, is in disaster recovery. What happens when your company experiences an outage from a hurricane, tornado, earthquake or other natural disaster? Chances are, an off-site, outsourced call center will provide the back-up services you need to keep operating. In addition, scalability plays a major role in an outsourcing decision. Companies don’t have to worry about covering peak call periods or ramping up for large campaigns. Then, risk having call staff idle or unproductive during slower periods. Instead, outsourced call services meet company requirements on an as-needed basis. Key Advantages of Bilingual Call Center Services Outsourcing call center services can lower costs, streamline service and improve customer relationships. Add in bilingual capability and you get even more value. Single language call centers put your company at a grave disadvantage. Multiple languages are spoken in America, and Spanish is by far the most widely used besides English. Not including Spanish-speaking representatives in your call centers means you risk not reaching all of your customers and prospects. Companies must realize some people don’t speak English. Recent census figures estimate 9% of Americans cannot speak any English. By adopting Spanish-speaking call center services, you quickly and easily expand your market. In addition to those Americans who can’t speak any English, many aren’t fluent. The lack of confidence in their language skills may cause some people to avoid speaking English. These people routinely default to Spanish whenever possible because it’s what makes them most comfortable. Companies need to recognize this and adapt their call centers accordingly. If a potential customer might avoid your products or services because they feel they can’t communicate easily with your representatives, you’ve lost an opportunity. An easy and worthwhile investment in bilingual call center services will create a more welcoming environment for Spanish-speaking customers and prospects. And, you’ll position your company for greater revenue potential. You’ll not only expand your opportunities within the U.S. market, but you can branch out to other Spanish-speaking countries. By using bilingual call center services, you open up new international markets. Using outsourced call center services can provide tremendous benefits, including lower costs and improved customer relationships. But, a bilingual call center can expand your market and enhance your revenue opportunities. Along with these tangible benefits, you’ll also demonstrate a sense of cultural sensitivity to your audiences. The ability to recognize cultural differences can also earn your company respect. About the Author: Michelle Weiss is Vice President of AnswerNow, a premiere answering service and bilingual call center service provider. Learn more about Call Center Services by visiting http://www.answernowinc.com.
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