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Your Business Is Missing Out If You Don’t Offer Bilingual Phone Support

Not offering bilingual phone support means your business is unable to connect with a massive customer segment. But there’s no reason that should be the case when professional bilingual answering services are available.

Image of a call center agent providing bilingual phone support

Fact: more Spanish-speaking people live in the United States than Spain – 45 million and growing.

Of these people, according to U.S. Census data, only half say they speak English very well. Even among those who can converse in English, having the option to speak in their first language creates a better customer service experience. If your business does not offer bilingual phone support, there is a huge market of potential customers you are totally leaving off the table.

Businesses that choose to offer service in English and Spanish have several options to pick from: a bilingual answering service, a digital translation service, or hiring employees fluent in both languages, to name a few. The most productive and cost-effective choice, however, is an answering service. They cost businesses a fraction of the cost of finding, hiring and training a new bilingual employee. And they provide a seamless customer experience in whichever language the caller is most comfortable without any clunky translation processes.

While 86 percent of U.S. companies say they regularly do business with Spanish speakers, according to an ICMI Multilanguage Report, a third still don’t offer bilingual customer support. Not being bilingual means missing out on muchos beneficios.

Benefits of Bilingual Support From An Answering Service

Businesses that have customers that speak different languages recognize that having a bilingual answering service is a competitive differentiator. The numbers from the ICMI Report show that:

  • 3 out of 4 businesses see increased customer satisfaction among bilingual customers when they offer support in their first language.
  • 3 out of 5 enjoy more brand loyalty.

Specifically, businesses that used a bilingual-capable answering service saw better call quality, more first-call resolutions, and lower average-call times.

Businesses see internal benefits, too:

  • 58 percent of businesses improved productivity and efficiency when partnering with a bilingual answering service

Prepare For The Future

What about businesses that don’t feel they need to offer bilingual services? 83 percent of these businesses said they didn’t have a high-enough Spanish-speaking call volume to bother.

That might be a misconception: After all, how many customers should a business be willing to give less than stellar support? 4 out of 5 U.S. businesses receive at least 10 calls from non-native English speakers per month. Half have more than 100 calls each month.

It is up to each business to decide the cost of opportunities lost from not being bilingual capable, but what’s great about a bilingual answering service is that you only pay for the time they spend helping your callers. How much longer will your business wait? Because the fact of the matter is that the number of Spanish-speaking customers will keep increasing across the board.

The U.S. Census Bureau estimates that by 2050, more Spanish-speakers will call the U.S. home than in any other country in the world. The Spanish population in the U.S. will more-than triple in the next 20 years, from 45 million to 150 million.

Having a bilingual answering service capable of supporting this growing population will make more and more sense. And in many cases, businesses won’t be able to survive without one.

Si hablas su idioma, haces feliz a tus clientes

Translation: If you speak their language, you will make your customers happy.  By offering bilingual customer support with an answering service, your business can create better experiences for a growing group of customers. The numbers prove that even if a customer can speak English, they will appreciate your business more if you offer a bilingual option. An answering service that specializes in bilingual phone support gives you instant access to that appreciation for now and years to come. After all, the future is bilingual.

Sources
https://www.icmi.com/~/media/Multilanguage-Customer-Support-Research-Report.ashx%20Page%205

https://www.census.gov/library/working-papers/2009/demo/us-pop-proj-2000-2050.html

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This entry was posted in Bilingual Answering Services, Customer Service and tagged , , by David Kent. Bookmark the permalink.

About David Kent

A writer at heart and entrepreneur by trade, David started his first company at the young age of 22; providing marketing services for a variety of events and businesses before being recognized and picked up by a National sport clothing manufacturer. After putting a few successful years of marketing and brand management under his belt, he ventured out seeking new challenges building and running eCommerce businesses. Having spent nearly his entire adult life at the company helm, David now enjoys writing articles to help other business owners by sharing some of the hard lessons he has learned along the way. When he doesn’t have his nose to the grindstone, you can probably find him cooking up something strange and healthy in the kitchen or training for the next obstacle course race.