How to tell whether a bilingual call center is customer-centric

Over the years, outsourcing has remained a viable option for many brands that want to create meaningful relationships with their customers. More and more companies, most of which have multiple target sectors, outsource to bilingual and multilingual call centers in order to widen their reach.

At the same time, however, these brands are under pressure to embrace customer centricity, especially now that there’s an array of tech-based platforms at their disposal. It’s important for brands to choose the outsourcing companies that can nurture customer loyalty and deliver a customer experience like no other.

To tell whether an outsourcing provider is customer-centric, check whether they possess the following traits.


1.     They treat customer data as an invaluable asset.


If utilized the right way, customer data can be considered the most important asset of a bilingual call center. Because agents talk to customers from different cultures, they must know everything there is to know about a customer, starting from their basic information up to their culture-specific preferences. When outsourcing companies integrate customer data with their everyday operations, they are able to improve the customer experience.


2.     They conduct cultural awareness trainings.


Contact centers that interact with people from different cultures must design cultural awareness trainings for their agents. It’s not enough to have teams who can speak various languages. To go beyond that, agents must display cultural sensitivity. If agents show that they fully understand the customer’s background, they begin to build customer loyalty.


3.     The metrics they use are customer-focused.


Too many call centers focus on their own internal performance, but a bilingual call center simply can’t afford to do that, especially since they cater to diverse customer groups. To truly measure customer support success, the metrics to be used must be customer-oriented. For example, rather than counting how many calls you’re able to handle in a day, you should instead ask your customers how they feel about the services they’re getting. Outsourcing companies with practices similar to this perform better than their counterparts.


4.     They deploy multiple channels.


Opening new avenues for customer service is a way of expanding customers’ options. These days, people expect companies to be present everywhere—including social media, live chat, and email. If your prospective bilingual call center doesn’t offer multichannel services, it’s time to look for one with this capability so you can interact more effectively with customers.


5.     They focus on developing agents’ skills.


Successful outsourcing companies know that good customer service is delivered by competent agents. These are the same companies that focus on harnessing their employees’ talents while making sure that they’re deeply engaged in their jobs.



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