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How does multilingual live answering support work?

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Ok, you get the picture. So you have customers or clients that don’t speak English and you would like to be able to provide service to them. What do you do? Communication can be difficult when callers and agents don’t always speak the same language. That is where multilingual live answering support would come in quite handy.

A great answering service has both English and Spanish as part of its support offering. However, other languages are a bit harder to come by. I can’t think of very many multilingual live answering support call centers in the United States that are fully staffed 24/7 with agents that speak Cantonese, Mandarin, Russian, Farsi and Czech. There are a very few out there, but they are extremely hard to find!

That is where language interpretation services come in. Your answering service will have a contract in place with a high-quality language services provider. When your non-English speaking caller dials your service they will be placed on a brief hold while the operator conferences in a native language specialist. The operator explains to the interpreter what kind of information they need from the caller, and then they bridge a three-way conference call. The call is interpreted for the answering service agent and your message is delivered in English.

Voilà! (That is a French term for “success!” in case you didn’t know.) A basic telephone answering service call requiring interpretation can take about 4 to 5 minutes to complete. With multilingual live answering support, you are able to get messages from callers no matter what language they speak, translate them, and then get them to the right person at the right time.



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About Brian Gabriel

As the Call Center Manager for Sound Telecom, Brian is responsible for overseeing the daily operations and long term success of the company while managing a variety of inbound customer support programs. He also has a hand in taking care of the Solaxis services division. Prior to joining Sound Telecom, Mr. Gabriel held management positions with several prominent Internet Services companies including and Brian started his career in advertising and sales before moving to Washington State. He joined AEI Music in 1995 and supervised their international customer service department and technical support call centers. Brian received a Bachelor of Arts degree in Journalism with a minor in Spanish languages from San Diego State University. Brian teaches adult education at his church and actively supports Christian ministries.