Options for Multi-Lingual Customer Base

Answers

• Kurtis Amble Posted at 12:00AM on Jan 14, 2008

  Kathy, You have a few options here. Outsourcing your multi-lingual calls will more than likely make sure you have fluently speaking and understandable staff. With that comes cost, however. I would recommend servicing these multi-lingual customers through their language-specific IVR, gathering as much information as possible before transferring to third party (helps lower cost). Depending on the volume of calls you receive in a non-staffed language, you can also choose the option of handling these calls in-house. Assuming you have IVR in place to properly route the correct language to the correct queue, you can have Workforce Management software forecast and staff each language for call volume (queue). Of course, if you are not located in a multi-lingual community, staffing these specific queues can be difficult, and selection tedious. An option out of the box, if you are not in a very multi-lingual community: have you considered reaching out to "Work at Home Agents?" The setup of this program can be quite complex, but also quite cost-effective in the end. You have the option to hire multi-lingual employees located anywhere you want. Some of our Work from Home clients pay these At Home Agents either per call, per talking minute, or a full hourly wage regardless of calls. This is a service you can also outsource, or develop internally. Good luck!!! -- Kurtis Amble, superior-innovations.com