North America is a melting pot of cultures—isn’t it about time your business starts catering to your multilingual customers? With globalization and diverse cultures becoming more prominent in today’s society, businesses must cater to different languages and offer excellent customer service support. This is where bilingual answering services come into play as they provide a bridge between businesses and non-English speaking customers.
According to the U.S. Census Bureau, Spanish is the second most spoken language in the United States with over 42 million speakers. This translates to 13.3% of the population. On the other hand, in Canada, 22% of the population considers French as their first official language. In fact, almost 10.7 million Canadians can carry on a conversation in French.
In this blog post, we will discuss five ways that a bilingual answering service can improve customer satisfaction specifically for and Spanish speakers. Regardless of the type of business you operate, using bilingual answering services can boost your customer’s experience and improve brand loyalty.
Benefits of Bilingual Answering Services
Bilingual answering services are becoming increasingly popular among businesses as more and more companies recognize the benefits of offering multilingual support to their customers. Being able to communicate in more than one language can improve both verbal and non-verbal communication skills, which is an excellent quality for customer service agents to have. In fact, many language experts believe this “superpower” allows bilingual agents to be better communicators.
Below are some of the main benefits of bilingual answering services.
Bilingual Answering Services for Spanish Speakers
The goal of bilingual answering services is to improve customer experience and customer satisfaction, specifically for Spanish-speaking customers who face language barriers when inquiring with a call center. Offering customer service in their native language helps to build a strong relationship with the customer and showcases your company in a positive light.
Happy customers translate to higher sales and the potential to obtain new customers through word-of-mouth. Bilingual answering services can take your company to new heights, whether it be on a national or international level. With seamless communication between the call agent and customer, valuable research data can also be collected.
Bilingual Answering Services for French Speakers
The Official Languages Act of Canada, adopted in 1969, declared English and French as the nation’s official languages. Implementing a bilingual answering service adheres to the country’s language laws and prevents legal issues by offering French-speaking customers the option of communicating in their native tongue.
By providing communication in a customer’s preferred language, your company can boost its brand reputation. It makes a customer feel welcomed, valued, and appreciated. This can expand your customer base and increase profits by maximizing your company’s market shares. It also allows you to expand your reach and tap into new markets, without worrying about language barriers.
Faster Resolutions and Improved First Contact Resolution (FCR)
For those with English as their second language, there are specific phrases, words, and terms that may not be understood. Misunderstandings can be greatly minimized when dealing with a customer service agent who speaks the customer’s native language. Questions, concerns, or complaints can be addressed in a timely manner, leading to higher first contact resolution (FCR) rates.
First contact resolution (FCR) rates represent the percentage of customer inquiries that are resolved on the first contact, meaning the customer’s issue is solved immediately, without requiring any further contacts or escalations. Bilingual answering services can help improve first contact resolution (FCR) rates by ensuring that customers are able to communicate effectively with agents who speak their language.
This metric is important because it directly impacts customer satisfaction, loyalty, and retention. A high FCR rate means customers receive the help they need in a timely and efficient manner, leading to higher satisfaction levels and a more positive perception of the brand.
24/7 Availability and Convenience
With bilingual answering services, businesses can offer 24/7 availability for their customers who may speak different languages or live in different time zones. Bilingual answering services should also be available 365 days a year to ensure availability to every customer. This provides convenience for customers who may need assistance outside of regular business hours and ensures that they do not have to wait until the next day for support.
There are 11 time zones across North America which cover customers in Canada, the United States, Mexico, the Caribbean, and Central America. By being available around the clock, businesses can show their commitment to providing exceptional customer service.
Personalized Interactions and Increased Trust
Bilingual answering services allow for personalized interactions with customers who speak different languages. Having competent and bilingual agents provide service in French and Spanish, in addition to English, creates a more welcoming and inclusive environment for customers and can help to build trust and rapport with them.
Using the customer’s native language personalizes the interaction between the two parties which is key for customer retention and satisfaction. By making the effort to communicate in their preferred language, businesses can show that they value their customers and are willing to go the extra mile to provide a positive experience.
Partner with 3C Contact Services for Exceptional Bilingual Answering Services
If you are ready to provide your customers with Spanish and French answering services, speak to the specialists at 3C Contact Services. As an inbound and outbound customer service center, we offer solutions to increase market share and profitability while focusing on improving customer satisfaction.
We understand the language barriers customers can face when interacting with customer service representatives who only speak one language. That’s why our bilingual virtual receptionists are fluent in both Spanish and French, as well as Mandarin, Cantonese, Hindi, and English.
Our focus is on high-quality service and transparency so that your business can grow. We offer solutions to meet the needs of your business and the expectations of your customers. Contact us at (905) 669-1937 or email info@3ccontactservices.com for a free personalized quote.
