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What are you doing to certify your bilingual agents?

While building out our bilingual center and taking what we have learned so far we have implemented a certification process. This allows us to make sure that every agent hired to take bilingual calls provides the same quality of service across the company. We want to make sure that our clients and their customers get consistency on every call.  The first part of the interview process for a bilingual agent consists of me asking some interview questions in English and some in Spanish. This allows me to get a feel for the agent’s ability to translate at a moment’s notice and their ability to hold a conversation in both languages. In a lot of cases some candidates have trouble holding a conversation in one language and end up speaking Spanglish. If agents are able to show that they can hold a conversation in proper Spanish then I have the candidate’s translate a document from English to Spanish, in addition to a spelling test that the agents take in English. The way I built the document was by using words that I have seen agents struggle to translate. I used words that we frequently use and translate on a daily basis. This process has really helped me in the selection process because if they struggle with the words we use every day then I know they are not the right fit. The document really helps me see if the candidates can translate and spell words in Spanish. As we move forward with growing our team I know we will make changes along the way to make our team better and stronger. So if you work with a bilingual group or have experience working with one, tell me what processes have you implemented to make sure you hire nothing but the best? What are your suggestions for someone like me that is growing their team?



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About Neri Luria

Neri Luria joins the Sound Telecom Team as the Bilingual Services Manager. Neri oversees operations and sales in our Westminster, Colorado bilingual call center. Neri’s unique talents make her a perfect fit to manage our bilingual agent staff, develop and monitor call center performance, assist with translation and provide bilingual sales assistance. Prior to joining Sound Telecom, Neri refined her skill sets with companies including T-Mobile, Money Gram, and MCI. During her last eight years with T-Mobile she held positions in the financial department and worked with their business intelligence department as a Bilingual Quality Project Specialist. She enjoys coaching and developing representatives to provide excellent service across a diverse customer base. She lives in Denver with her family and is originally from California. Neri has previously volunteered at the Salvation Army, Habitat for Humanity and other Christian organizations. She often translates for her father who is a minister in Denver, Colorado.