MULTILINGUAL CALL CENTER

Using the services of contact center providers has become essential for many companies. Indeed, given the slowdown in industrial and technological development, the customer experience has become the new battleground for competing companies.

It should be understood that several sectors of activity require the establishment of a multilingual customer service for the good management of customer relations. Fortunately, several external multilingual call center platforms are currently available to provide quality B2B services.

What is a multilingual call center?

Etymologically, a multilingual call center is a contact center that masters several languages.

However, fluency in languages ​​is not sufficient for a contact center to be effective. As the field touches on customer relations, the call center must, in addition to language, master customer relationship management, both in oral and written communication. information and technology, an efficient call center in 2017 cannot ignore multichannel.

Given that multilingual call centers must be multi-channel, customer support should therefore master all communication media such as oral communication via a telephone, by internet, verbal and professional communication with emails, but also direct chats, communications via mobile applications, social networks and their operation, etc.

Thus, if the multilingual and multichannel dimension must be present, a multilingual contact center must not neglect the main missions of a customer service such as:

• Responding to the needs of end customers
• The response to the needs of the company with which the contact center has signed a partnership
• Litigation management
• After-sales service management
• Ensuring the loyalty of end customers over the long term
• Promotion of a good corporate image etc.

As customer services present a large part of technical support, they should thus have within them a multilingual team formed on the requirements of end customers as well as on the technical part of the products offered by the partner companies.

Why use a multilingual call center?

However, there are difficulties for companies wishing to set up a multilingual call center.

One of the main difficulties is the cost. The contact center should indeed recruit qualified employees who master both languages ​​and customer service functions.

In addition, these employees must also be trained on the technical requirements and the services offered by the company. In addition, it should also be taken into account that a multilingual and multichannel customer service requires a more complex technical architecture than a traditional customer service, given that it must manage the automatic redirection of calls according to their origin, or the processing of emails based on the location of the partner company, among others.

These are difficulties that companies can overcome by calling on external service providers. Thus, the company will be able to relieve itself of a new recruitment of personnel, of the management of customer relations, especially if the company is multinational. It will thus be able to control its expenses and concentrate on its main activities.

Simetrix Solutions is a Multilingual Call Center BPO (Business Process Outsourcing) with headquarters in Albania and offers Call Center Services such as: Inbound calls, Outbound calls, Customer upselling, Feedback calls, Digital Transcription, Lead Generation, E-commerce tagging, Data Research, Telemarketing, Photo retouching, Knowledge base, Content moderation, Data entry, Virtual assistant, Tech support. For more details, take a look at Multilingual Call Center