The Benefits of Multilingual Call Center Services for SMEs

A recent survey, “Can’t Read, Won’t Buy: Why Language Matters,” discusses the importance of language in consumer behavior and purchasing decisions. The study reveals that around 85.1% of consumers prioritize language when choosing travel or entertainment services. 

But that’s not all! Even for everyday products like food, personal care, and household items, most consumers (66.7%) consider language as their basis for trusting a brand before buying. This shows that talking to your customers in the language they understand can help you sell more, no matter what you’re selling.

Now, let’s dig a little deeper. Explore the powerful benefits that multilingual call center services can offer to SMEs. Discover how speaking your customers’ languages can transform your business.

1. Enhanced Customer Communication and Satisfaction

Imagine a customer calling your company with a question or concern, but they’re uncomfortable speaking English. If you don’t have multilingual support, this can lead to frustration and misunderstandings. A multilingual call center ensures clear communication from the very beginning. 

Customers can explain their issues clearly, and agents can provide accurate and helpful solutions. This resolves problems faster and fosters a positive customer experience, crucial for building trust and loyalty.

2. Increased Sales and Market Reach

Multilingual call centers allow you to tap into new markets and reach a broader customer base. By offering support in the languages your target audience speaks, you become more accessible and remove a significant communication barrier. This can lead to a substantial increase in sales and brand awareness. 

Think of it this way: if your product or service is amazing but potential customers still need help understanding your website or getting help when needed, you’re missing out on a huge chunk of the market. Multilingual call centers help bridge that gap and open doors to new opportunities.

3. Improved Brand Image and Credibility

Multilingual support demonstrates that your company is professional, customer-centric, and committed to global expansion. This can significantly improve your brand image and establish you as a reliable and trustworthy business. Customers appreciate companies that go the extra mile to cater to their needs, regardless of their language background.

“Magellan Solutions is a generalist type of BPO company. We can handle the majority of the outsourcing requirements that are thrown our way because our approach to different clients also adjusts based on the requirements. This allows Magellan to support a wide range of clients needing to outsource.” CEO Fred Chua emphasizes.

4. Reduced Costs and Increased Efficiency

Setting up an in-house multilingual call center might initially seem like a good idea, but the costs can quickly increase. You must recruit and train agents fluent in different languages, which requires time and resources. 

Multilingual call center services offer a cost-effective solution. You only pay for the service you use and don’t have to worry about managing staff or infrastructure. Additionally, by resolving customer issues quickly and efficiently through clear communication, you can save time and money on repeat calls and unnecessary escalations.

5. Valuable Customer Insights and Feedback

Multilingual call center agents can provide valuable insights into the needs and preferences of your global customer base. By interacting with customers in their native languages, agents can gather detailed information about their pain points, buying habits, and cultural nuances. This feedback can be instrumental in refining your marketing strategies, product development, and overall customer experience.

6. Competitive Advantage in a Globalized Market

Offering multilingual support can be a unique offering for businesses facing growing competition. Many SMEs still struggle to cater to diverse audiences. By embracing multilingualism, you can gain a competitive edge and attract customers who might otherwise be hesitant to do business with a company that doesn’t speak their language.

Multilingual Call Center Services Application

In partnering with a third-party service provider for their multilingual call center services, here are the different mediums through which customers can connect with your business in their preferred language:

1. Voice-Based Services

These include inbound customer support calls, outbound sales and marketing calls, and technical support hotlines in multiple languages. Multilingual agents handle customer inquiries, promote products, and provide technical assistance, enhancing customer satisfaction and expanding market reach.

2. Text-Based Support

This encompasses email support, live chat services, and social media engagement in various languages. Customers can receive prompt replies to their inquiries via email, get real-time assistance through chat, and interact with brands on social media platforms in their preferred language.

3. Omnichannel Support

This service integrates voice, email, chat, and social media support across multiple languages. It allows customers to seamlessly switch between communication channels while receiving consistent multilingual support throughout their journey.

4. Multilingual IVR

This automated phone system offers callers language selection options. It allows non-English speakers to navigate phone menus and access appropriate departments in their native language, reducing confusion and frustration.

5. Back-Office Support

This includes data entry and processing in different languages and multilingual content moderation. Call centers can handle language-specific data entry tasks and moderate online content in various languages to ensure adherence to guidelines and brand safety.

Things to Keep in Mind When Adopting Multilingual Call Center Services

Providing customer support in multiple languages can be great for your business, but there are a few things to consider first. Here’s a breakdown to help you out:

1. Who Are You Helping?

• What Languages Do They Speak? Figure out where your customers come from and what languages they use. This will help you decide which languages to offer support in.
• What Kind of Help Do They Need? Depending on your product or service, some areas might need more complex support than others.

2. How Will You Help Them?

• Translation Tools: Computers can translate languages but might not always get it right. This can be okay for simple questions, but maybe not for trickier ones.
• People Who Speak Many Languages: Hiring people who can speak your customers’ languages is the best way to help them, but it can also cost more money.
• Help Themselves: Create a question and answer section, a guide with helpful information, and other ways for customers to find answers independently, all in different languages.
• Chatbots That Speak Many Languages: These computer programs can answer basic questions 24/7 in many languages.

3. Understanding Different Cultures

• How People Talk: The way people talk can vary depending on where they are from. Ensure your support team or translated content considers these differences so things don’t get confusing.
• Jokes and Sayings: Avoid jokes or sayings that might not make sense when translated into another language.

Break Language Barriers, Grow Your Business!

Don’t let language limit your growth. Explore Magellan Solutions’ multilingual call center services now and discover how we can help your SME expand its reach. Whether you’re targeting new regions or improving service for existing international customers, we’ve got you covered. Our multilingual support can help you.

With our cost-effective solutions, you’ll enhance communication, boost sales, and gain valuable insights into diverse markets. Contact us for a free consultation today and take the first step towards transforming your business into a truly global enterprise!