“It takes a month to find a customer and second to lose one” – Vince Lombardi
Customers, without any doubt, are the most important component of an organization that enables businesses to understand the opportunities and identify the pitfalls if any. It won’t be wrong to say that satisfying customer service has become the foundation for every business. The act which started on the note of providing support to consumers before, between, and after the purchase of a particular product or service has now become the need of the hour for enterprises.
The brands are now considering to turn things around and rise above the mediocrity by following business processing outsourcing (BPO) trends. Since the current marketplace has become incredibly customer-driven, the businesses have also shifted their focus of making customer service the most essential thing.
But what exactly should be done to enrich the support experience for your customers. The crux of the matter that can be implemented when it comes to improvising on the customer service part should be to let specialists handle the conversation. Outsourcing seems to be a viable and logical option available to many businesses that are opening the doors of opportunities in meeting customer’s expectations. Customer service is one such omnipresent element that seems to have been in the business atmosphere for longer-term but is becoming a far-reaching thing recently.
It does not matter if you are a recently established startup or have been in the industry for a longer period, you might have considered empowering your customers once and for all. Now the functionalities have advanced beyond an extent, the customer service representatives are turning out to be the ace of the card by depicting their out of the ordinary characteristics. Now the current business requirements are on the lookout for bilingual customer service representatives who bring an abundance of benefits such as offering inbound or outbound call center services, increasing brand loyalty, etc.
Let’s read about the need for bilingual customer representatives in current times and how it would be beneficial for business.
What Is the Need for a Bilingual Customer Representative?
According to the survey conducted by Right Now, around 73% of customers retain a brand because of friendly customer service representatives. Customer service representatives are proving to be the backbone of a company making many businesses gain a competitive advantage.
Though businesses are zeroing in on reaching a major population, they now want representatives that can handle the customer and their queries very well and establish a conversation in two stipulated languages. The significant reasons why bilingual customer service is important are –
Break the language barrier –
Bilingual BPO services experts break the language barrier by reaching the wider audience group. With representatives who possess a thorough knowledge of more than one language, the business witnesses the benefits of knowing people from different regions across the world.
Grow audience base –
With the opportunity to connect with a broader audience group comes great responsibility for brands. This makes them establish a unique connection with customers. Though the objective of the organization can vary as per the nature of the business, the common goal of an enterprise is to satisfy their customer and increase the client base.
Provide expansion opportunities to the brands –
When the brands do have an option to reach the customers beyond boundaries, they are benefited by the right set of circumstances to make their presence feel to not just one but a different group of audience. For example, if a US-based organization has customers from Spain, they can hire a representative who is good in English as well as in Spanish and fulfill their business requirements.
Why Company Outsource Customer Service?
When it comes to painting a vision for your company, it is important to provide satisfying and convenient service to your consumers. It does not matter whether they want to get their query resolved or gain a deeper understanding of a product or services, you have to be available for them at your best.
Since the reason for choosing an outsourcing company could be diverse and largely depends upon what businesses are aiming at, the decision of outsourcing customer service could satisfy spatial needs of the business such as improving employees’ focus on managing internal operations. So the settlement of choosing a particular service is totally subjective.
In comparison, outsourcing opportunities have considerably been moved over a decade. Now, the companies do not either feel apprehensive of contracting out the most essential business responsibilities to third-party service providers which for most organizations is – customer service. When an entity decides to contract out particularly the customer service to third-party providers, they try to bring the best out of the company to whom they have outsourced the business.
The meat of the matter is – organizations instead of hiring resources internally and training them to be competent enough in their tasks find solace in contracting out the piece of work to the ones who have already mastered the space and are now connoisseurs in communicating with customers.
5 Major Benefits of Outsourcing Customer Service with Bilingual Representatives
Learning an additional skill is always advantageous and when it is about learning a new language, it brings together a virtuous opportunity. Do you know more than 60 million people in the United States speak a foreign language other than English? The stats like this make companies understand the importance of bilingual customer service representatives in today’s culture. Since outsourcing has now become a common take up for enterprises, subcontracting customer service helps businesses drive extensive flexibility. There are immense benefits of partnering with an IT staffing agency for enhanced customer service. Some major ones are given below.
Access to Skilled Personnel
When it comes to deciding between whether you should outsource customer service or not, most enterprises go by the former decision as they find it more unified to get their terms settled with the professional outsourcing service provider and more importantly the customer service personnel. Amidst the process, they try to connect with bilingual customer service representatives who can provide quality support with nativeness. This way the business can opt for the best services that too at a minimal price as outsourcing is not too expensive as many enterprises think of.
Quintessential Customer Experience
When you converse to the customer in the language they are more comfortable in speaking, it gives them the sense of being content in their native language. Customers are the pulse of every business so thus every enterprise focuses attentively on enriching the experience for them. If you conquer to provide the best buying experience to your customer, you win half of the race steadily. In order to understand this profoundly, try putting yourself in their shoes and see how well you will be able to connect with the representative whether it comes to explain your queries or reason them with anyone regarding a particular thing.
Gain a Competitive Edge in the Business
There is honestly no one or two tried and true methods of gaining a competitive advantage over the rivals. Every business has its own objective and competitive market, therefore the strategies of making their business stand out to differ as well. The inbound call center services encourage the brand affinity and enables businesses to improve efficiency to the fullest. The major benefit that customer representatives bring to the plate is that they can identify customer segments and understand each and every activity. With the help of a bilingual representative, businesses can put the customers to a close-knit.
Make an Impression on Customers
Hiring a customer representative who speaks more than one language can actually make your customers go gaga over. Consumers love to be put on priority. If they know that you as an organization only give privilege to the English speakers, they will feel apprehensive of sharing their views or getting connected with the representatives who barely understand them. On the other hand, if you pay heed to the number of people speaking a language other than English, you will understand the need for business to have a bilingual customer service representative. As a business owner, you must be looking forward to making an impression on your customers by providing them with the best service possible. Here is your chance then.
Great Attention To Business Efficiency
When a business goes for outsourcing business operations and their customer service to a call center that has a skilled team of talented representatives, they are considerate of holding on with the representatives who value ability and communicate with people of diverse backgrounds. Moreover, having a staff who can communicate with people from different origins actually speeds up the process of call handling. Moreover, if you think of hiring someone to work internally for your company, that might cost you an arm and a leg and on top of all, you will be required to spend money on their training. Hiring efficient bilingual customer service allows you a chance to greatly increase the chances of the business to gain more traction than they were having earlier.
Is Outsourcing Customer Service Right for Your Business?
This is one of the most common questions that business leaders pore over when it comes to making a decision of whether an outsourcing opportunity would lead them towards success or bring them to their knees. Customer service is an integral part of a business and there are many things that go perfectly with the operations when the initiation of a communication channel enhances. So whenever you find yourself in a quandary of making a decision, ask plenty of questions to yourself. In this particular scenario of hiring bilingual representative, explore through below-mentioned and more questions-
- What loopholes the outsourcing customer service would find and solve for your business?
- How would bilingual customer service representatives resolve the customer-facing communication problem?
- Would outsourcing solve the problem of reaching a wider audience?
- Would your business be able to get to the top priority after contracting out customer service?
These were a few crucial questions that every enterprise must be asking themselves before making outsourcing the meat of the matter for handling their customers.
Bilingual customer representatives can do wonders with your business. Either it is about breaking the communication barrier or enriching customer satisfaction, customer service representatives, who know another language than English, make strides in delivering exceptional customer experience. What customers want from an organization is to get their questions answered and their queries to be resolved within the specified time. And since everyone has once or more reached out to customer support, it is quite evident how frustrating it can be if the person on another side of the phone is unable to understand you. So don’t let your customers face the same. Outsourcing customer service to bilingual representatives makes you feel confident about your customer service as an organization.
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