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Does Your Call Center Have to Be Bilingual?

Posted: by: Chuck Ciarlo

The short answer to the question posed in the title of this blog is yes. 

Perhaps there are still some regional businesses with a homogeneous customer base that can be effectively served in one language, but that type of company is clearly a vanishing breed.

Today, especially in this era of online retail, even smaller businesses may attract customers from anywhere in the U.S. or around the world. Obviously it would be impractical to have agents that speak every global language, but hiring bilingual agents should be a priority when possible. 

This will be more essential in some industries than others. In these types of call centers it should be a priority:

Online Retail

Your order history will tell you where your customers live. If you only get one order a year from Germany it’s not necessary to have a German-speaking agent available. But if you receive a thousand orders from Mexico or China, you should have someone there to serve those customers.

Health Care 

Here you may not be dealing with clients from 20 different countries, but if your health care facility is located in a large city near various ethnic and immigrant populations, you’ll want to make it as easy as possible for them to make appointments, get answers to billing questions and order prescriptions. 

Travel/Tourism

This one is so obvious that we probably don’t need to include it. Companies focused on international tourism know how important it is to be able to provide information on hotels, sights, and other travel arrangements in the language of the caller. 



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