Business Spanish Call Center Certification – Improving Customer Satisfaction
Posted by Elena del Valle on September 13, 2006
By Tony Malaghan, CEO, Arial International
Tony Malaghan, CEO, Arial International
Photo: Tony Malaghan
In today’s highly competitive marketplace, call centers are taking steps to provide best-in-class service. If your company is servicing multilingual customers, it is reasonable they would expect to receive excellent service in whatever language they speak. For those servicing US Hispanic customers, only the largest or most specialized companies are able to staff call center representatives to handle all their calls in one language. Most bilingual call center customer service, telemarketing and collection agents in the US handle both English and Spanish calls randomly throughout the day so that companies can meet service level goals, schedule enough agents during peak times and optimize the use of inbound and outbound call center technology. Therefore, these call center agents must be able to competently communicate and be proficient in both languages in the specialized vocabulary of your industry.
Before we begin to address Business Spanish Call Center Certification, let’s first look at one of the most common issues raised by call center managers when talking about the US Hispanic market: call duration, which highlights one of the many differences between this market and the general market. Most managers are aware that Spanish calls tend to last longer, but few are aware of the variety of reasons this occurs:
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Right on the money!
If I may add, companies must reward employees with those additional language skills. The rewards should be associated to higher pay. No more discussions in Human Resources about the fact that such level does not exist. Create it!
Also, the lengthy calls are due to more reasons… there is a need to connect and build rapport and trust to handle money affairs for these callers. It is important. The historical lack of trust on institutions or people handling money affairs in other Latin countries has a lot to do with it.
Nice site, Tony!