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Call centers are an integral part of any business today, be it in-house or outsourced to service provider. However, in today’s world of vast cultural diversity, catering solely to an English speaking clientele is just not good enough. The United States has a rapidly growing Hispanic population that is a rich source of prospective customers that simply can’t be overlooked. Hence the concept of bilingual call centers came to be. Definition A bilingual call centre is a call centre that has the competence to offer its services in two languages, one being English and the other being Spanish most of the time. The term bilingual is not just used to indicate the availability of services in two languages, but is also indicative of equal proficiency in both languages. Types of bilingual call centers Categorically, bilingual call centers can be divided into two main categories. They can either be In-House, meaning the call centre trains staff in 2 languages in order to build this competency from scratch ; or they can be outsourced to third – party service providers that have specially trained staff that are fluent in multiple languages, and available on hire on an on-demand basis. In-house staff commands higher levels of investment on infrastructure and training, while an outsourced bilingual call centre service provider recovers this cost by distributing it among various customers. However, in-house development of this competence offers more control than outsourced contractors that may have hidden elements in their service contracts. Services Provided Bilingual call centers provide the same services a regular call center provides, but in two languages, which helps tap into a large section of the market that would otherwise be inaccessible on account of language barriers. Some of the services a bilingual call centre provides are:- 24hour answering services Message taking Inbound call management and resolution Order recording and fulfillment. The benefits of having a bilingual call centre Decreased costs Minimization of lost calls on account of language barriers Strategic growth by catering to a large potential market and tap into the prospective revenue opportunities. Contact a call center specialist at AnswerPlus Inc in Toronto, Ontario, Canada for more information on how a Canadian call center can help your business.
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