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The advantages of a bilingual answering service - Emily Watson - ContactCenterWorld.com Blog

The advantages of a bilingual answering service

Geographical boundaries are for namesake only these days as far as businesses are concerned. The reason for this is globalization- all the markets are now virtually fused to a single entity. However to make use of this grand opportunity availed, seeking assistance of a professional company offering multilingual or at least bilingual answering services is imperative.

How to start?


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Before anything else, it is highly recommended to carry out a market study. Demographic shifts keep on occurring, may be slowly but definitely. The impact can’t be perceived directly though it is huge. If you are simply assuming that your customer base lies unaltered and stable, it is going to do huge damage.

Wiser and smarter businesses are well acquainted with the fact that nothing is permanent. Things keep on changing and you have to modify your plans and provisions accordingly.  The very basic thing is to understand the diversity in regard of language and culture among your present and prospective customers. After that think of different options by which you can provide them a smooth and pleasant experience whenever they come in contact with you. Call center outsourcing seems to be a viable option.

Benefits of bilingual assistance for customers

Underlying are some of the amazing advantages of going with the option of outsourcing your bilingual client support services requirements.

Problems of hiring and training is eliminated

The process of hiring is tedious and expensive. Training in fact demands you to put in more effort and money. However, if you contract out your requirements to experts, they will provide you supreme services and the whole process is simplified. This is also a cheaper option for you.

You get access to specialized team

Getting people and training them to achieve perfection takes time and can never catch up with the quality that professional companies offer. By relying on companies providing bilingual call center services, you have the best people to back you who are brimmed with the right skillsets to support your business.

Focus on what matters the most

For any business’s growth, there are certain core activities directly related to income generation. When you outsource non-core but specialized functions to professionals, the staff can completely be allotted on main business related functions. Their improved performance and additional outputs can fund your outsourcing initiatives.

Expanded customer services

If you are lucky enough to get the best call center, your capabilities for serving customers are instantly expanded. Such companies help you in CRM, i.e. customer relationship management, complaints handling, technical functions and much more. Normally a bilingual customer service provider arranges for email management services, live chat support, order receiving as well as payment processing. The service inclusions vary with the package you choose.

However, you have to support the outsourcing company for assuring that it works to the best of its potential. Some times in case of higher level complex issues, it may seek assistance. So, just providing them a script or initial detailing may not help. You should also actively participate in scripting, educating and reviewing the results.

India is a country that doesn’t lack options when it comes to multilingual call centers; there are many. What keeps PGBS separated from the rest in the industry is a band of professionals having huge level of expertise, extensive experience and unmatched passion for incessant improvement.

Bilingual customer support is a main forte of PGBS. The company studies your business, products and services thoroughly and clarifies all queries before getting into the project. They send you reports and maintains well established communication channels for keeping you updated about the status.  Contact to know more about the offerings.

Publish Date: June 24, 2016 1:29 AM

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