In order to stay on top of their competitive industry, call center and BPO companies are stepping up by offering business-specific solutions such as multilingual call center services. By employing agents who are well-versed in a number of foreign languages, a multilingual call center has the advantage of attracting more foreign clients than a monolingual call center.
Multilingual call centers are at the forefront of globalization and business expansion of companies all over the world by connecting people regardless of their language and geographical location. In fact, an ICMI report titled “The Growing Need for Multilanguage Support” revealed that 42.4 percent of call centers have experienced an increase of non-English customers because of their company’s active efforts in pursuing new demographics or geographic markets.
Perhaps in traditional market settings, entrepreneurs prefer doing business with people who speak the same language. They know that a single word lost in translation can mean unhappy customers, a permanent negative impression, and lost business. But as the world continue to develop, entrepreneurs should constantly adapt with its ever-changing needs in order to stay competitive.
Providing support using the mother tongue of their customers has positive impact to their business. This is evident in an ICMI report which showed that 71.5 percent of businesses increased their customer satisfaction rating when they provided support in a customer’s native language. Meanwhile, 58.4 percent said that it increased loyalty to the brand.
This means that businesses who wish to expand their market reach in non-English speaking countries have more reasons to partner with multilingual call centers with agents fluent in a particular language.
But with over 7,000 languages in the world, how will BPO companies know which languages should they include in their multilingual call center services offering?
Here is the list of the top languages a multilingual call center must offer, and why:
As the official language of Mainland China and Taiwan, Mandarin is a must for any multilingual call center. It is among the most important and widely-spoken languages in our world today, particularly for business purposes. Many successful multinational companies operate in China or depend on their plentiful resources. Consider also that an estimated 1.2 billion people in the world speak Mandarin, which means roughly 1 out of 6 people in the world use this language. Serving this ratio of the world population is better than losing them, so be sure to include Mandarin in your multilingual call center services.
Spanish ranks as the second most used language in the world today. It is an official language in more than twenty countries and states and spoken by an estimated 440 million people. Spanish is also one of the commonly used languages in Europe. In the US alone, 36 million people speak Spanish. If you want to make your Hispanic clients feel more at ease, let your fluent Spanish-speaking agent in your multilingual call center assist them.
The second Romance language that multilingual call centers must offer, French is spoken by an estimated 220 million people. It is the second most widely-spoken language in Europe and is the second most studied language in the world. Offering French will give your multilingual call center an opportunity to connect better with customers from Europe and Africa, where over 96 million speak the language.
The most widely spoken Slavic language, Russian is spoken by an estimated 250 million people worldwide and is one of the official languages of the United Nations. Russia is one of the world’s top oil producers and remains a superpower in business and diplomacy.
The official language of Brazil, Portugal, and eight other countries and territories, UNESCO eyes Portuguese as the most likely international language of South America and Africa, where it is also an important language. There are currently an estimated 260 million people who speak Portuguese.
Arabic is the official language of 29 countries in the world today, with over 400 million people speaking this language. Including Arabic in your multilingual call center services is your ticket to the Middle East and Arab League, home to some of the world’s wealthiest entrepreneurs with business empires in the oil and construction industries.
German is among the top ten most commonly spoken languages in the world. It has also the largest number of native speakers in the European Union. It is wise to include this language in your multilingual call center services as both of Germany’s business freedom and investment freedom are strong. The country also ranks 14th among 44 countries in the Europe region.
One of the Romance languages, around 85 million people around the world are fluent in Italian either as a native or second language. It is the official language in Italy, Switzerland, Vatican City, San Marino, and the Sovereign Military Order of Malta. Similarly, Canada, Australia, Argentina, and the expatriate groups in North and South America and parts of Northern Africa also speak this language.
When you are trying to expand to Asian countries, investing in multilingual call center services is a good option. Offshore call center companies commonly offer multilingual services such as Nihongo (Japanese), Hangul (Korean), Bahasa Indonesia, Bahasa Malaysia, and Thai
Ever since, language has been one of the primary barriers between nations which made a lot of things difficult for humans. But providing multilingual call center services bridges that gap, eliminates misunderstanding, and allows for an easier mode of communication.
Including these foreign languages in your multilingual call center will multiply your international clients and open up doors of opportunity for your business.
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