Why Should Your Business Choose a Bilingual Call Center?

A bilingual answering service with Spanish- and English-speaking agents is the natural choice for companies that interact with customers, associates and employees who speak Spanish. Whether or not your company specializes in Hispanic or Spanish-language-based products and services, it will become more and more important in the near and long-term future to serve this burgeoning market.

Staffing Benefits

Call center services ensure that your business is open 24/7 to receive inbound calls from around the globe. As your customer base grows, so will your ability to respond to calls, without having to hire and train costly in-house staff.

Given the unpredictable nature of the economy, businesses must be nimble, adapting to both increased and decreased staffing needs. Outsourcing to a call center provides the flexibility to adjust staffing levels quickly to meet changing customer demand. The benefits include improved customer retention, and the ability to focus resources on building a more highly skilled workforce that will concentrate on core business functions.

Mix of Services

Change is the one constant in today’s business world, but adapting to change means more than an increase or decrease in staff. It also means adding specific services to accommodate key customers, to serve a new geographic zone or a new language. A multilingual call center eliminates barriers of language and culture, and unlocks the business potential of the entire world. Get the true benefit of these services by reviewing the mix of languages used by your customer base in all of your geographic areas of operation, along with the volume of calls you receive or anticipate in any one language.

Identify a center that offers a range of language support services, with truly bilingual agents versed in the fine points of the business culture, as well as the language of your clients. The right fit will require some involvement in the training and direction of call center staff, plus monitoring of quality control. Be sure to look at their number of years in business and record of serving the language group you are targeting, along with the call center telephony, secure circuitry, hardware and software. For more information on bilingual call center services, visit http://www.callcenteragency.com/bilingual-agents.html.

Your primary need may be inbound call support, but be sure to select a call center that can add to your menu of services over time, with features like:

● customer support● dealer locate function● employee screening● order entry, and others

Spanish Speakers—a Burgeoning Market

Today in the US, Spanish-speaking households have grown steadily. The 2010 US Census documented the steady growth of the Spanish-speaking population in most American cities, with some metropolitan areas exceeding 40% Spanish-speaking households.1 The number of Spanish radio stations has grown by 26% during the last decade, with eight percent of all commercial radio stations airing some degree of Spanish programming.2 The Census Bureau projects the number of Spanish speakers in the US to rise to approximately 39 to 43 million by the year 2020.3 Given the demographic trends and the competitive nature of all business, can anyone afford to overlook this important trend and growing population segment?

Company Bio

Personalized Communications is a 24-hour inbound call center. They provide an in-depth training program to all agents and management prior to any customer contact. They work with sophisticated, current computerized telephony equipment to offer flexibility and capacity in services that include call answering and order management in a variety of languages.

1. Hispanic Americans by the Numbers. U.S. Census Bureau, Info Please, 09/12/2013.2. Record-setting gains for Spanish language radio. Inside Radio. April 3, 2014.3. What is the future of Spanish in the United States? By Mark Hugo Lopez and Ana Gonzalez-

Barrera, Pew Research Center, FactTank, September 5, 2013.