Why Your Business Needs Multilingual Call Center Services
By: Octopus Tech
Tags: India, Outsourcing, Inbound, Call Center, Bpo Services

There are close to over 6500 languages spoken in the world we live in. The cultural diversity between each nation that speaks these languages as well as nations like India that have several languages within the same country is something to be appreciated. In the business world, while we may not need to know every language used in the world, knowing the languages your customers or potential customers speak can only be an advantage. That is where the rise of multilingual call centre services began.

In a truly globalized economy, every business hopes to work with international clients to expand their reach. To reach those customers and provide them with good service, knowledge of their native tongue is necessary. Now, we all know that providing good customer service is as important as proving good products/services to begin with. And again, in a globalized market, the best way to provide customer support is through multi-lingual call centres that have agents that speak various languages that you expect your customers to call in with.

Multilingual call centres help mainly solve 2 challenges. One is to cater nationwide to customers in a country that has several languages that are prevalent. Of course, India is the biggest example of that. There 22 major languages that are spoken in the country of India alone. So, if you want to serve all customers of India and provide customer support to them, you need to have a call centre setup that is ready to handle calls in all those languages. Other examples of this are Spanish language support agents in the US and French language support agents needed in Canada to best serve customers across those countries.

The second problem a multilingual call centre solves is targeting international clients and customers. If your business sells products to the nation that speak languages other than your native tongue or English, which has become a universal language, then the challenge would be to provide support in those foreign languages. Here again, multilingual call centres that have agents that can speak the required foreign languages help immensely.

Apart from the two mentioned above, there are several advantages of outsourcing to multilingual call centres. These are –

Improved Customer Experience

When customers have their complaints and other issues handled in their native language, it improves their overall experience with your brand. This brings about ease of doing business that stays with the customers forever and that leads to more customer retention and loyalty. It may not seem like a big deal to many but serving customers in their language has a huge impact on the psychology of the customer.

Reduction in Missed Opportunities

In several cases, your call centre agents may not be able to handle a customer’s concern or may not be able to up-sell to them because of a language barrier. These are all termed as missed opportunities. If you had agents that spoke the customer’s language, you would be able to resolve the customer’s issue or up-sell to them, thus increasing your centre’s productivity. This is another benefit of having a multilingual call centre handling your support.

Cost Benefits

If you want to handle customer complaints across India yourself, you would have to open branches in all local areas so that you can hire customer support representatives to handle customers that speak those languages. This can be a very expensive ordeal. The smarter option would be to simply hire a call centre company that offers multilingual support in the languages you need. It saves money, time and effort on your part, all of which can be better utilized doing something more productive.

Conversion Rate Optimization

In sales processes, whether it is cold calling for up-selling, having multilingual support improves your conversion rate. The reason behind that is simple. Regional language or foreign language support allows you to expand your reach and target customers you would not have been able to because of a communication gap earlier. This way, since you can cast a wider net, your chances at more conversions increase.

Our Multilingual Support Services

Understanding the dire need in the market for multilingual call centre services, Octopus Tech Solutions now offers support to its client’s customers in several regional Indian languages like Punjabi, Tamil, Telegu, Kannada, Malayalam and more. Not just regional languages, but we also provide support for international languages like Arabic and German to help our clients with their international customer base. And of course, we provide support in the English language. Contact us today to know more about our multilingual support services.