Why is telephonic interpreting so important for call centers? The United States is more linguistically diverse than ever before. For call center agents who are responsible for providing customer service on behalf of an organization, the ability to overcome language barriers is key to providing a positive customer service experience when serving multicultural customers.
When language barriers arise, telephonic interpreting for call centers provides a fast and easy solution for serving the needs of linguistically diverse customers.
While many call center services provide limited language options, such as Spanish, the options are often limited to secondary languages in the services area, and the business may be losing out on connecting in a meaningful way with more of their potential customers.
Serving Customers in the Language They Need
8% of the United States population is limited in their use of the English language and 61.8 million speak a language other than English at home. Is your call center able to serve them?
While Spanish is the most common non-English language spoken in the United States, according to the 2016 American Community Survey, these are the languages spoken in U.S. homes with over 1 million speakers:
- Spanish – 40.5 million
- Chinese (including Mandarin and Cantonese) – 3.4 million
- Tagalog (including Filipino) – 1.7 million
- Vietnamese – 1.5 million
- Arabic – 1.2 million
- French – 1.2 million
- Korean – 1.1 million
You can see how this leaves companies vulnerable to missing out on connecting with millions of potential customers – just in these top languages alone.
The United States Census Bureau reports at least 350 languages spoken in U.S. homes. For businesses wanting to better serve multicultural consumers, telephonic interpreting for call centers offers a convenient way to accomplish these goals. When faced with a language barrier, a call center agent can connect with a certified interpreter through an interpreting company to communicate effectively with the customer – in a matter of seconds!
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4 Benefits of Telephonic Interpreting for Call Centers
Call Times: One important benchmark for call centers is call times. An agent presented with a language barrier will be able to reduce call times by connecting quickly with a professional interpreter. Your customers don’t want to wait on hold. Telephonic interpreting will significantly reduce call times and improve call center efficiency by connecting customers, in seconds, to resolve their issues.
Increased Customer Satisfaction: According to research by NewVoiceMedia, 58% of consumers say calling is their preferred method of communication and 51% report that they would never use a company again after a negative customer service experience. Call centers that are able to connect non-English speaking customers to professional interpreters benefit from more satisfied customers.
Reduced Call Center Costs: U.S. companies lose more than $62 billion per year due to poor customer service. Utilizing telephonic interpreting for call centers to support multicultural customers is an excellent way to ensure that a business isn’t losing out. While hiring bilingual call center agents may be important for some languages, telephonic interpreting can greatly reduce costs for lesser spoken languages by giving you on-demand access to language interpreters when you need them.
Builds Trust with Your Customers: Providing quality language services not only allows you to connect with more of your potential customers, but it also builds trust and loyalty with current customers. According to a 2016 report by Common Sense Advisory, 74% of consumers are more likely to repurchase if after-sales care is offered in their language.
1 in 6 U.S. organizations is losing business due to a lack of language skills and cultural awareness in their workforce. Telephonic interpreting for call centers offers a cost-effective way to ensure that your business has the solution it needs to avoid missing out on multicultural business.
How Propio Language Services Can Help
If you are ready to move the customer support for your non-English speaking clients to the next level with Telephonic Interpreting, Propio can help! With more languages than any other provider, and the quickest connect times in the industry, Propio connects call centers to qualified interpreters who have knowledge of industry-specific terminology, raising customer satisfaction levels and connecting you with more of your potential customers.
Why Call Centers are Switching to Propio Language Services:
- Lower cost
- Advanced features
- Improved services delivery
- Skill-based interpreter connect features.
1 in 5 U.S. residents speaks a language other than English at home. Is your call center able to serve them? Superior language support is seconds away with Propio telephonic interpreting for call centers.
Have questions about telephonic interpretation services? Contact us for more information or to request a free quote. Thinking about switching to a more reliable language service provider? Propio offers incentives and assistance in switching to Propio. Get in touch today!