Multilingual call center services are essential to businesses that function globally or to companies that are currently or has the plan to cater to their foreign customers. A good example of an industry that serves globally is the telecommunications industry.
In this industry, the market is big and the competition is fierce as consumers want more. They want better products and services and better customer service. Whether it is B2B or B2C, telecommunications companies have different foreign consumers.
Because of that, it is important for them to explore the possibility of having multilingual call center services. In the United States alone where there are millions of millions of customers with different culture, background, and languages, it is better to provide customer service in various languages than leave them unsatisfied.
Benefits of Having Multilingual Customer Service
According to an International Customer Management Institute (ICMI) report titled “The Growing Need Of Multilingual Customer Support” in 2014,
- More than half or 86 percent of contact centers stated that they do have non-English speaking customers.
- However, only 66 percent give their customers an option in a language other than English.
- Beyond 50 percent have now realized that having other languages for customer service is good as it is an edge over competitions.
- For contact centers that do have multilingual customer support, 72 percent stated that satisfaction has increased due to having used the native tongue of the customer.
- Moreover, 58 percent said it has increased its consumer’s loyalty to their brand.
- More than 70 percent of the surveyed company said that language interpretation services have impacted their multilingual customers in a positive way.
With each passing day that a non-English speaking customer is unsatisfied, that is one ineffective communication by the company.
Why do Telecommunications need To Step Up?
Statista reported that in 2017 that the market for fixed-network services and mobile services has already become a 1.4 trillion-dollar industry. Experts have estimated that it will increase to almost 1.46 trillion U.S. dollars by 2020.
Even though the data shows that telecommunications companies’ revenue will increase more in the coming years, they still need to step up their game, especially in the customer service field. This part is evident in the cable subscriptions statistics.
As cable has decreasing subscribers because of video streaming sites like Netflix and Fox+, more people from different walks of life are opting for those services. It might be due to telco companies not giving the service its consumers want. It might also be because they don’t feel important as their needs are not supported.
With everything being digital and global — people opting to use mobile phones instead of laptops and desktop — the internet would grow even more. It will reach more non-English speakers so getting multilingual call center services is not just an advantage but a must!
