02 Mar Why Are Multilingual Employees Crucial For The Call Center Business?
What do you do when your smartphone refuses to perform a certain activity or when your brand new dishwasher doesn’t look like the one you ordered? You make a call and talk to someone from the company about your problem. But have you ever wondered who that someone is and why is he/she taking your call?
The Call Center industry is one of the most developed business niches and employs millions of people all over the world. We need call centers for both companies and governmental issues and there is not (yet) a more efficient way to deal with large requests from the population. The most popular activities a call center is used for are:
- Emergency centralization, management, and response (the 911 call center in the USA for example);
- Customer Service where employees have to deal directly with customer’s complaint or inquiries
- Outbound phone calls mostly destined for telemarketing activities, donations, or market research via phone.
According to statistics, the US cashed about 18 billion US dollars in revenue from call center services in 2013. Still, the numbers are not as big as they used to be as the industry is outsourcing towards other countries where the workforce is cheaper. For example, many companies prefer to place their call centers in countries in Eastern Europe, Philippine, Malaysia or India, where they will find well-trained multilingual employees who will accept a lower payment than American people. Even more, building or purchasing the necessary infrastructure costs less in these countries.
However, even with the cost cuts and the cheap workforce, there is still the pressing issue of finding the right people for the job.
The Importance of a Multilingual Employee
There are two types of call centers: ones that are part of a company and only deal with customers from that company and ones to which companies outsource their customer care service. Regardless of type, employees are amongst the most valuable assets. That’s why call centers usually prefer to hire people who can speak multiple languages fluently.
Besides the fact that a manager can assign different tasks to such an employee, the company will also have to invest less in his/her training. Multilingual people are usually excellent communicators and can deal with multitasking, and these are very important skills in call centers. Even more, you will have the possibility to speak with certain clients in their mother tongue which will definitely improve the business relationship.
The business market is changing and the Call Center niche will also suffer changes. The best way to be prepared and embrace the change is to make sure you have the right people working for you to build a sturdy, powerful business. As a Call Center, your multilingual employees, native or not, are the best currency. They adapt easily to change and they can handle multiple projects while building solid relationships with customers they get in contact with.
Call Centers, especially those based on outbound calls are overwhelmed by the popularity of social media and email marketing . For now, companies that work on customer care and support are thriving, but new technologies are evolving rapidly. There may come a day when the entire activity of a call center may be performed by sophisticated phone robots, capable of understanding human emotions and the natural language. However, for now, one of the most important pieces of your company’s success puzzle is represented by the multilingual employees.