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The most important key performance indicator in a call center is CSAT, also known as the customer satisfaction score. Building a loyal customer base that can be retained for years should be the primary goal of any business.
One of the best ways to do this is to make sure that your representatives interact with customers in their native tongue. With more than 6000 thousand languages spoken around the globe, it’s important to understand that a company can’t simply rely on English.
Knowing your buyers and speaking their language is the key that leads to customers that leave your business satisfied and come back for more.
Multilingual call center service providers are more than just large-scale translation centers. They are your avenue to connect with new customers from all over the world while also being ancillary to your company’s revenue enhancement.
Here, we discuss why companies of all scales and types should look into adopting multilingual call centers as their primary customer support.
1. Higher Customer Satisfaction
Addressing customers in their own language has always shown favorable results for call centers. Customer retention, conversion rate, return-after-sale, and many other metrics have always been higher in call centers with multilingual capability.
It’s simply a fact of common sense that people will feel more comfortable talking to someone in their own language. This is doubly important for customers who are looking to make a transaction. They will feel more comfortable making a purchase with someone who communicates with them in their native tongue.
CSAT has always been higher in call centers speaking their customers’ language, and this goes back to the point we made earlier. This is a clear strategy towards gaining a loyal customer base that will visit your business again and again.
2. Overseas Expansion
With emerging markets springing all over Asia, there are exciting new opportunities for businesses in the west to expand eastwards. While the prospects are promising, language has always been a tough barrier for entry when reaching overseas markets. This is a problem that many call centers are able to solve using their multilingual capabilities.
While your company might not be able to create a new branch in another country, you can still set up a front over there using a call center. A third-party contact center acts as an extension of your business by adopting your brand and voice. Representatives will speak on our behalf and make sure that your company’s professional standard is maintained.
This strategy is an excellent option for those looking to expand outwards and is, therefore, an opportunity that surely shouldn’t be missed. There have been many success stories of businesses starting small but then becoming a global brand all thanks to multilingual call centers leading the charge.
3. Improved Sales
Higher CSAT means higher revenue. When your call center is serving customers in their own language, it almost always means that there is a better chance of making a sale.
Countless surveys have clearly shown that conversions are always higher in multilingual call centers. Whether it’s cold calling, lead generation, or any other form of telemarketing, multilingual call centers have always shown tremendous results when it comes to finding new customers and winning them over as long-term consumers. When you expand your reach, you will always find new opportunities and untapped markets that are sure to lead to higher sales.
Keeping sales up has been especially challenging during COVID. But multilingual call centers are finding new and innovative approaches to navigate through these difficult times and help companies improve their profits.
4. Cost Reduction
Creating your own customer service facility is costly as it is. Hiring, training, and equipping agents to have a large overhead. However, creating a multilingual call center is even more expensive and simply not worth the investment for most companies.
A much better option is to hire a call center service provider. Not only does this help you avoid all the overhead costs, but it also incurs less monthly costs since many overseas call centers actually charge less than your native ones.
This type of cost reduction is especially helpful for smaller companies who are looking to channel most of their resources into their core business. Thanks to third-party customer service providers, it is possible now to set up high-quality contact centers that rival those created by some of the largest companies in the world.
CONCLUSION:
Hiring a multilingual call center is a surefire way for most businesses to become global. Furthermore, it’s a great way to improve revenue without investing too much while also ensuring that you nurture a loyal customer base that will stick with your business for years to come.
With many BPO’s ready to serve, getting started couldn’t be easier. With IdeasUnlimited, you can set up your own multilingual call center team quickly and efficiently. Be sure to contact IdeasUnlimited today and level up your business by reaching customers far and wide thanks to enterprise-grade multilingual services.
