Telephone Interpretation Aids Call Centers in Accommodating the Diverse American Population:
Offering services, general information or perhaps guidance on how to use a product are just a few of the services call centers and customer support lines provide. Examples of call centers are poison control, suicide helplines, businesses selling services or products as well as customer service lines that walk you through installation or help you with maintenance or payment options. These services are useful and aim to provide quality remote customer service to callers. Despite the diversity in languages spoken in America, many of these call centers do not offer their services in languages other than English. According to the Census Bureau, there’re at least 350 languages spoken in American homes. What happens to the people in need of these services who are amongst the immense amount of non-English speaking individuals living in this country? Often times call center representatives battle language barriers while trying to communicate with callers resulting in a lost sale, unhappy and confused callers or possibly a dangerous situation.
Companies whose main concern is providing quality customer experiences, should invest in language services in order to provide exceptional service to every caller regardless of the language they speak. Every caller should be served quickly and should walk away feeling as though they fully understood the informational exchange. You can create a positive experience for all your non-English speaking callers by partnering with a language service company in order to gain access to telephone interpretation services. Callers will greatly appreciate the extra steps taken to communicate with them in a language they understand.
Telephone Interpretation Services:
Working in a call center can be a difficult job, but throwing a language barrier into the mix can ensure misunderstandings, confusion, frustration and an overall feeling of failure in providing quality customer support. This no longer has to be the case, representatives as well as callers can benefit from telephone interpretation services. When using professional telephone interpretation services, you can access interpreters who speak any language you need and who are versed in the subject matter, industry standards and terminology your call center is associated with. Providing the best caller experience is possible and can be done in a cost effective and timely manner. Telephone interpretation is accessed within minutes using the on demand service option and is charged by the minute, which is extremely cost effective because you’re only paying for the time spent connected on the phone with the interpreter. Telephone interpretation services can help call centers develop a more efficient workflow and create better relationships. For example if someone calls in who speaks Vietnamese and needs guidance sorting out a software bug, the representative who initially answered the call can access a telephone interpreter in a matter of moments, allowing communication to be facilitated through a telephone interpreter. The telephone interpreter can be used to help the customer understand what he needs to do in order to fix the issue. Telephone interpretation helps deliver the most responsive and attentive services to your callers.
Developing a relationship with a language service company (LSC) allows you to set up a language access plan that will help your representatives improve communication with non-English speaking callers. Accessing telephone interpretation services should be a required protocol for all representatives when dealing with language barriers. LSC’s such as Niki’s Int’l Ltd. customize language access plans to accommodate the standards of your area of expertise. Let’s say you have a high volume of callers who speak Arabic between the hours of 9:00am through 2:00pm; Niki’s Int’l Ltd. can create a pool of interpreters versed in your subject matter who are available during peak hours for you to refer to and connect with regularly. Developing a customized language access plan for your representative to utilize when communicating with non-English speaking callers will improve call center operations as well as caller satisfaction. Telephone interpretation is a vital tool that facilitates communication when language gaps need to be bridged.
Niki’s Int’l Ltd. is a WBENC-Certified Women Business Enterprise with 20 years of language service experience. A global network of highly skilled interpreters and translators are available 24 hours a day, 7 days a week for on-site, telephonic and video remote interpretation services. Our linguists are available in over 350 languages and dialects, and our network includes certified interpreters and translators. Our work is guaranteed with a $1 Million Errors & Omissions policy, so that you can be confident that your project will be completed with the highest level of quality and professionalism within the field. For more information contact us at 1-877-567-8449 or visit our website at www.nilservices.com.