5 Things to Consider When Choosing a Bilingual Contact Center

You’ve seen the numbers about the exploding U.S. Hispanic population. You recognize the importance of reaching U.S. customers who speak both English and Spanish (sometimes both together). But where do you go from there? How do you find and choose the right contact center to make your goal a reality?

While there are a ton of companies out there offering teleservices of all kinds, there’s not all that many that offer bilingual contact center services. There’s even fewer that actually specialize in it.

So the first challenges is finding the options available to you. The next challenge is determining which bilingual contact center will provide you the best services and help you most effectively build relationships with new or existing customers.

Here are five key factors that should influence your decision:

1. Quality

Any time you’re talking about partnering with another organization that will have direct contact with your customers, quality should be at the forefront. These are people acting as a bridge between you and your customers, so if they deliver a low-quality product it could sever those customer relationships you’ve worked so hard to build.

Make sure you choose a contact center company that is thorough and reliable, and will not skimp on delivering you the best service and care.

2. Culture

When we say “culture” we don’t mean the culture of the company (though that’s important too). We mean the ability to speak to people who come from different cultures. Language alone is not the only factor involved in effectively communicating with U.S. Hispanics. You also have to understand their culture and how they view the world.

Don’t choose a teleservices provider with just bilingual capabilities. Choose one with strong bilingual and bicultural capabilities so they can speak to your audience in the most effective way possible.

3. Location

When it comes to bilingual teleservices, contact center location can make a difference. If you’re a U.S. company, you may find that many of the call centers offering bilingual services are located off shore. This can lead to questions about whether those contact center companies will adhere to U.S. standards.

Make sure to choose a contact center with an ideal location that you can be assured will adhere to all U.S. regulations and standards.

4. People

More than any other marketing efforts, the phone is still a person-to-person medium. It’s about making personal connections and really clicking with the customer or donor on the line. When you’re speaking to U.S. Hispanics, a very specific audience, you want Communicators on the phone who have a true understanding of the customers they are speaking to.

Choose a contact center that employs the best people to speak to your target audience, and invests significantly in retaining mature, experienced Communicators.

5. Technology

While investing your company with effective bilingual (and bicultural) communication capabilities is your goal, don’t overlook the importance of a contact center with the right technology to help you achieve the best return on investment. Things like skills-based routing, inbound/outbound call blending, and database connectivity will increase efficiency.

Look for a bilingual contact center that uses the latest technology to maximize productivity and deliver you the very best results.

Are you looking for bilingual, bicultural contact center services?

At CommSense, communicating with Spanish-speaking and bilingual audiences in the United States is our specialty. Learn more about the unique services we provide or contact us today to find out how we can help you better speak to your customers or donors.