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Last week we polled community members and asked this question. The results: More than 20% answered that they have no bilingual agents. 47% answered 1-5, 27% said 10 or more, and 5% said they outsource.
How does this compare with your contact center? Do you have plans to add more bilingual agents in the near future?
Share your thoughts in the comments below.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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I have been using Telelanguage Services for dealing with my non-English speaking customers. They have been very responsive and their interpreter connect times are really quick. Based on my experience using Telelanguage's support I would highly recommend to try their services. Make sure to ask for their tiered rate plan instead of one rate for all languages. One rate for all languages is very expensive.