Expanding Your Business With Multilingual Call Centers

Reaching out to a global market is the goal for most businesses. However, an international customer base means communicating with people from different time zones and cultures speaking other languages. This is where the services of multilingual call centers can help.

With a multilingual call center, you can provide call answering services in your customer’s native language. Your customers will find interacting with your brand more accessible and comfortable, regardless of their country of origin. This will help you provide world-class customer service, the mark of truly global business.

 

What are multilingual call centers?

A multilingual call center is composed of agents who are fluent in a wide variety of languages. These call center agents can provide contact center services or technical support services in multiple languages and can communicate with native speakers with ease.

You can hire your agents or outsource to a BPO company to have your multilingual call center. Usually, it handles inbound calls and accommodates widely-spoken languages, including English, Spanish, French, and Mandarin Chinese.

When customers call your business, an IVR will prompt them to select their preferred language. The call will be routed to your service provider if they choose outsourced language support. A multilingual customer support agent will then handle the customer’s concerns on your behalf.

 

How can a multilingual call center help in expanding your business?

Multilingual call centers play an essential role in the global expansion of businesses. It builds bridges between your business, customers, and other international stakeholders. In turn, your organization will be able to accommodate more business opportunities. It also enables you to access a global platform without setting up satellite offices in other countries.

Outsourcing allows you to maximize the benefits of multilingual call centers. When you outsource, you will be securing the following benefits:

• Focus on core operations: you will do fewer non-core activities and have more time and resources to focus on your core operations.
• Inexpensive expansion: outsourcing is less expensive than hiring your in-house staff—no need to spend on recruitment, onboarding, and mandatory employee premiums. You do not need to pay for additional equipment and workspace,
• Access to the best technology: service providers use the best industry innovations. Investing in additional technology and keeping up with trends is unnecessary.
• Reduce business risks: your outsourced team is well-trained in handling customers of diverse backgrounds. So, the risk of poorly handled customer interactions is reduced. 
• Disaster preparedness: offshore outsourcing lets you maximize this benefit. If disaster strikes your area, your outsourced operations shall go on.
• Long-term profitability: call center outsourcing supports your growth in the long run. It helps optimize your processes, so you can consistently expand profitably.

With all the benefits of outsourcing a multilingual call center, your business can rapidly, profitably, and efficiently expand to an international market. Plus, you get to do all that while minimizing business expansion risks

 

What are the signs that you need a multilingual call center?

While it is an excellent addition to any business, not all companies need a multilingual call center service. However, there are circumstances wherein this service is essential to keep your business growing.

Here are some of the signs that your business needs a multilingual call center:

Your company has an online presence

If your business is on any online platform, you will likely get inquiries and orders from distant countries. However, the language barrier can make the transaction difficult.

Smoothen the process with a multilingual call center. You will never miss an opportunity to reach a foreign market again.

 You are operating in or expanding to foreign territories

Having a business in foreign parts means accommodating foreign customers. A multilingual call center can show your new customer base you are ready to establish a deep connection with them. They will find it easier to interact with your brand and see your business as reliable and professional.

You own a global brand.

If your product has excellent quality, people in different parts of the world may be using it, despite being manufactured exclusively in your country. By outsourcing a multilingual call center, you can prove your commitment to your non-English-speaking customers.

 

How do you choose a multilingual customer service provider?

Outsourcing comes with some risks, especially when outsourcing to the wrong service provider. There are a lot of call center companies out there, but some are unreliable or just a bad fit for your business.

You should have a concrete grasp of your business needs to select the right call center service provider. You should also note your preferences on how the service should be carried out.

Once you got your needs and preferences down pat, you also need to consider the following factors:

• Length of experience: experienced service providers have more knowledge of navigating through the challenges of e-commerce services. 
• Quality of staff: Ensure the outsourcing company has well-trained staff who can represent your business effectively.
• Quality control and monitoring: learn how a service provider ensures the quality of their output and services, and choose a partner who does that well.
• Safety guarantee: your service provider might need to handle sensitive data. Choose a partner who has robust measures in place to protect your information. One way of doing this is by checking if they follow industry standards, such as ISO data privacy.
• Value for money: aside from being within your budget, your chosen service provider should also provide high-quality services. Find an outsourcing company that offers flexible rates without compromising their service quality.

 

How much does it cost to outsource a multilingual call center?

There are no industry standards for the rates of multilingual call center outsourcing. For most service providers, they calculate the cost according to the needs and preferences of your business. The pricing can also be affected by factors such as:

• Language(s)
• Number of staff needed
• Level of staff expertise
• Length of the outsourcing contract
• Laws and regulations in your area

Offshore outsourcing is an ideal option for competitive prices. Countries with bustling BPO industries, like China, India, and the Philippines, are the go-to areas if you are looking for cost-effective deals. Contrary to popular belief, outsourcing to these countries is not only about two labor costs. Countries with prosperous BPO industries are hubs for highly specialized talents. So, when you outsource offshore, you hire highly skilled but inexpensive labor.

 

Magellan Solutions is a BPO company that offers multilingual call center services to businesses worldwide. We have been in the call center industry for over 15 years, with hundreds of satisfied clients. Our company is ISO and HIPAA certified, so we can guarantee that your data is safe in our hands.