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Global Business 09.11.17 BLOG 

Why Your Contact Center Needs a Language Services Provider

By Michael Edwards, Vice President, TransPerfect Connect

Multilingual Contact Center

Why Your Contact Center Needs a Language Services Provider

A few months ago, TransPerfect announced the rebranding of its remote interpreting division as TransPerfect Connect. TransPerfect Connect enables businesses to connect with customers—whether on the other side of the street or the other side of the world—in any language, and we feel this new name better reflects the full scope of our offerings. While we continue to provide over-the-phone and video remote interpreting solutions, we’ve expanded our offerings to include email and chat services, as well as highly customized business process outsourcing (BPO) programs—all offered in a range of languages, including English.

To help you get to know the new TransPerfect Connect, we’re releasing a two-part blog series to help you get on the right track with your multilingual customer service. In this first installment, we discuss why it’s important to partner with a language services provider to enhance the multilingual capabilities of your contact center.

Growing Your Customer Base

According to the United States Census Bureau, one in five US residents speaks a language other than English at home, and this number is growing. If you don’t have multilingual customer service available, you are effectively telling these customers that you aren’t interested in their business.

By offering support in your customers’ preferred languages, you differentiate your company from the competition. You tell your customers you care about their business. And studies show that customers who feel appreciated tend to have much better loyalty.

Assessing Your Bilingual Call Agents

If you currently use in-house bilingual support, it’s very hard to assess their language skills. While their conversational language skills may be adequate, it’s critical that they have high-level skills when handling sensitive information, such as financial, insurance, or healthcare questions.

TransPerfect Connect provides language proficiency testing for bilingual employees and job candidates. Whether it’s for a few select positions or an entire department, TransPerfect can ensure that your agents possess the language skills you need.

Expand Your Multilingual Support Capabilities

In nearly all cases, even the best attempts at offering in-language support run into problems. Call volumes don’t justify all the languages your customers need, language requests come in at odd hours, bilingual agent pay is more costly, etc.

By partnering with a language services provider for over-the-phone interpretation, you can expand your language support to nearly 200 languages. Now any of your agents can handle multilingual calls at any time. And when you work with TransPerfect, an interpreter can be connected to any call within seconds.
 

To learn more about how TransPerfect Connect’s full suite of solutions can streamline processes, reduce costs, and improve customer loyalty, contact TransPerfect Connect today.
 


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