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Livesalesman - Blog Page 2

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Which languages will navigate the future of call center outsourcing services?

Bill Gates, the richest man in the world once admitted during an interview that his biggest regret in life was that he could speak only one language. That says a lot about how the world in the last few years has moved away from English to other languages. As many as 64% of top executives of mega-companies acknowledged the fact that their biggest obstacle to expanding globally was the language barrier.

Despite the predominance of English in the United States, many people speak languages other than English, and there is growing interest in how well this group can participate in everyday life and interact with the English-speaking majority.

Non-English-speaking customers that constitute around 54.1% are severely handicapped by the lack of support in their native language and end up getting support in English, a language they aren’t familiar with. In most of cases, the call center agent either tries to manage help through a colleague or utilizes free online translation services.

English has been the most preferred language in the business world for a very long time and it has undeniably been the most used language in the world. However, it is fast reaching a saturation point and it will not preside for a long time in the future. A significant shift is palpable from English to other languages that are finding more favor in the business world. This is owing to many factors such as population, migration, economic growth, and Internet penetration. The rate of economic growth and Internet penetration are more concentrated in emerging economies such as China and Brazil that explain why languages such as Chinese call center services and Portuguese call center services are rising up in demand.

Though Europe will continue to grow, the emergence of China and India as major economies will likely take more space in the international business arena than their European counterparts. Therefore, demand for European languages in call center outsourcing companies such as French call center services, German call center services, Spanish call center services, Italian call center services will continue to grow but Asian languages will certainly claim their share in the business world.

Language barriers tantamount to business barriers!

The losses on account of inability to do business with the consumers of fellow European Union countries is a colossus as only 16% of retailers are doing online business with other EU countries and as few as 15% of European consumers buy online from other EU countries. In the UK alone, the lack of skill to speak non-English languages costs their economy an astronomical $62 billion that is 3.5% of their total GDP.

In the last 30 years, globalization has shrunk the world and now more and more people are communicating and cooperating with diverse businesses.

To provide multilingual customer support services to international customers can be challenging since there are more than 7,000 languages worldwide and it’s not easy to find out the most important languages. Let us try to find out which languages will rule the roost in the coming decade and thereafter.

According to the latest CSA report, the top 14 online languages that will dominate the world in the near future are:

  • English
  • Spanish
  • German
  • French
  • Russian
  • Portuguese
  • Italian
  • Dutch
  • Chinese
  • Arabic
  • Hindi
  • Japanese
  • Korean

These languages are becoming more prominent in the globally diverse market, giving new business opportunities for the call center outsourcing companies.

English, the native language of around 380 million people in the world is the most widely spoken language. The use of this language is greater than ever before and according to the British Council, around 1.75 billion people around the globe speak this language, which is almost a quarter of the world’s population. English is also one of the most influential and preferred languages of those who are trying to learn a language other than their own and hence, it is imperative for all businesses to offer English call center services.
It is the official language of one of the most developed countries like the US, UK, and Canada and that gives an English lot of leverage. But now it has reached a stage where further expansion seems difficult since other languages are fast replacing English as the most preferred language for the e-commerce business and call center outsourcing services.

The importance of Chinese call center services, both in Mandarin and Cantonese, could be estimated by the fact that apart from being the native language of 980 million people, there are more than 1000 million people worldwide who understand this language. Though most Chinese speakers happen to be in China, its projection of becoming the leading economy by 2050 makes Chinese one of the most important languages of the world.
Chinese is one of the fastest-growing global languages that have a share of 13% of the total Internet GDP. This share is slated to improve further to 17% at the expense of English.

Arabic is the official language of a league that includes 22 countries. The language also religiously binds most of the population of this region, which has a combined GDP of $ US 600 billion. The Middle East is one of the most preferred markets for most businesses given their affluent customers. Arab consumers show a clear predilection to talk in Arabic and hence, call center outsourcing companies have seen an unprecedented demand for native Arabic call center services.

Hindi and Bengali
Along with Chinese other Asian languages like Hindi, Bengali and Urdu are also becoming popular because these aren’t only spoken In India but also in Pakistan and Bangladesh. Hindi is the official language of India, which is the seventh-largest economy in the world.
In all, more than 650 million people either speak Hindi as their first language or use it frequently. Similarly, Bengali is the main language of Bangladesh and the state of West Bengal in India. Overall, there are 265 million people who speak and use it as the first or the second language.

Spanish happens to be the main language in more than 20 countries, most of which are from Latin America. At the same time, Spanish is also one of the widely spoken languages of the US, a country having a 30% Hispanic population that by the end of this year is likely to become 60 million in numbers. Besides the US, some of the fastest economies of South America are namely Argentina, Cuba, Mexico, and Paraguay. Spanish call center services have always been in demand but it is expected to increase in the near future.

French, traditionally the language of love is one of the most popular languages. There are 75 million native speakers in France, but the language transcends much beyond the country of its origin where another 370 million people speak this beautiful language. France, the sixth-largest economy and its capital Paris being the cultural hotspot of the world gives a lot of momentum to the French language. French is also popular in the former French colonies in Africa like Cameron, Chad, Congo, Burundi, etc. French consumers take pride in their language and prefer talking to a French call center agent when they call customer service of a business.

German isn’t only the official language of Germany but is one of the most important languages in Europe. Other than Germany, it is widely spoken in Switzerland, Denmark, Austria, and Belgium. German sounds rather serious and imposing, thus truly representing the German psyche of dominating the world trade. Since the use of English in Germany is limited, if you want to do business in Germany, German call center services are indispensable.

Russia has the largest base of Internet users in the whole of Europe and that makes it the haven for the e-commerce and advertisement business. As per the CSA’s survey almost, 80% of Russian-speaking customers prefer to make purchases in their native languages. Its status as the official language encompasses 38 territories.
Russia isn’t far in affluence level from other rich countries but unlike their counterparts in wealthy countries, they aren’t very fluent in English. Hence, if anyone looking to do business with a Russian or someone from Russian-speaking countries, the knowledge of the Russian language becomes essential and hence, offering Russian call center services is important.

Portuguese, spoken by 250 million people worldwide is the official language of Brazil, the ninth-largest economy in the world. Portuguese may not be as popular as Spanish, but according to the CSA, it’ll soon move ahead of Italian, as the ninth most important language with almost 5% of the internet audience. At LiveSalesman, we offer Portuguese call center services, delivered by natives from Brazil and Portugal.

Korean is spoken by 80 million speakers worldwide. It is the sixteenth most popular language of the world and the official language of North as well as South Korea. The rise of the Korean language and Korean call center services is directly proportional to the rise of Korea as a leading economic power.

There are 25 million people who speak this language in Belgium, the Caribbean islands of Aruba, Suriname, and Sint Maarten. It is also one of the official languages of the European Union and constitutes 5% of its population. It is also easier to learn for those who speak English. The Dutch language shares thousands of cognate words in English and German. Since there aren’t too many Dutch speakers, offering Dutch call center services in-house is not easy and hence, outsourcing to Multilingual call center companies makes more sense.

At LiveSalesman, we offer a one-stop solution for Multilingual call center and Multilingual customer support services in over 30 European and Asian languages. We are constantly expanding our Multilingual call center services portfolio and including new languages every year. We offer our clients customized solutions based on their varied support needs in different languages. Contact us to learn more.


Publish Date: January 31, 2020 5:00 AM

What kinds of reps are best suited for today’s customer service?

Why we need to redefine who is ‘ideal’ customer service rep

In recent years we have seen the role of customer service reps has changed dramatically. Given the plethora of self service tools available that companies have been splurging on, in most cases, customers are able to find simple solutions for themselves. They approach call centre agents for more complex issues, issues that they can’t resolve on their own. The gap between customer’s expectations and the actual ability of the traditional customer service agents to deliver on those is palpable. Customers are not looking for apology, basic troubleshooting or simple answers that are already available in self-help tools. They are looking for a solution.

If the call customer service agents are ill equipped to handle complex problems and tough customers, the cost is high. Irate customers, poor customer experience, customer dissatisfaction, loss of revenue and reputation, frustrated customer support agents and employee turnover are just some of the consequences you could potentially face.

Ironically, in today’s world of self-help, hiring right customer service reps in call center outsourcing companies has assumed more significance than ever. However, the question to debate and ponder over is what sort of people make the ‘right’ and ‘ideal’ customer service call center agents that can cater to today’s customers? How should the organizations prepare their customer service reps to handle increasingly tough customer support issues?

Different personas of customer service reps we have seen

Having worked with 1000s of customer support outsourcing agents in our 18 years of inbound call center outsourcing services business, we can broadly categorize them as follows based on their personality traits and customer handling skills. Before , concluding who should be your preferred choice of reps, let’s take a glimpse on what actually the several reps have distinct about themselves.

Commanders: These are people who hold strong views and are not afraid of voicing their opinion. They take pride in demonstarting their expertise on the matter but what really sets them apart from the flock in customer service outsourcing companies is their knack of keeping a control on the situation and their ability to direct the customer interaction as they deem fit instead of letting the customer overwhelm them.

Diligent Workers: Always working with in the set parameters of rules and regulations, these are people who work persistently with an eye on deadline. Whatever they say or do are always backed with facts and figures.

Out of The Box Thinkers:  As opposed to hard workers, these are not the people who can be expected to follow the herd. It’s not that they do not respect the set rules and regulations but they are consistently looking for innovative ideas to improve the current procedures and processes. Only found in the best customer service outsourcing services companies, we feel that they are undoubtedly a valuable addition to your customer service team if you are not my way or high way kinds.

Empathizers: They take delight in resolving customers’ issues! An epitome of patience, they are great listeners and communicators. They seek to understand customers’ problems, behavior and motives.

Adjusters:  Flexible in their attitude, they are happy to meet mid way with the customers to resolve the issue.  They are happy to accommodate customer’s requests even if that means giving discounts and refunds to make sure the customer walks back happily.

Resilient Workers: Tough cookies, these are people who don’t buckle under pressure. They are able to sail through complicated scenarios without losing their composure. They don’t let what happens on the call impact them personally. We have observed that they find it easiest to survive call center outsourcing environment.

Competitors: Always chasing victory, these are people who strive to outperform their colleagues and are always looking to be on top in all the reports.

Why controllers ace their counterparts as best problem solvers

While good old virtues such as a good listener, eager to help others, service-oriented are still important in an ‘ideal’ customer support agents but they are certainly not sufficient in today’s day and time. Customers are incredibly impatient. Self-service tools and Internet are a double edged sword. If the customers are able to help themselves quickly and successfully using these, great, but if they don’t, God help the customer service reps who will have to bear their wrath! By the time, customers service reps, they are already utterly frustrated due to the amount of time they have already spent searching for information themselves or by the contradictory information they come across.

Customers are looking for straightforward answers and immediate resolutions from the customer support reps, which frontline customer service reps can’t always offer due to limitations in procedures, authority or time required to resolve. In scenarios like these, you need customer service agents who can ‘take charge’ of the situation instead of being swayed with the flow and letting upset customers make the situation more chaotic. They are confident decision makers and focus on diagnosing the key issue customer is facing and how best to resolve it. They would not hesitate to shun the beaten path of prescribed checklist and scripted answers if their analysis tells them that it is not required, specially if the customer has already spent enough time resolving it on his own because the likelihood is that he has already gone through the basic steps. Hence, instead of focusing on inundating customers with excessive choice, they give customers what they want- precise instructions, a comprehensive and personalized solution, presented in a way that takes into account both the context of the call and personality of the caller. These customer service agents channelize the discussion in a way that is focused more on telling customers what they should do rather than asking them what they would like to do with the aim of resolving the issue effortlessly as fast and as easily as possible. It is not that they lack they are devoid of empathy, they in fact we feel that they are the best in identifying the customer’s pain-point. It’s just the way they exhibit empathy that is distinct from others. So, next time you hire for your customer support team, do not reject ‘controllers’ based on the perception that they may not be the right cultural fit.


Publish Date: December 12, 2019 5:00 AM

Things your Arabic Call Center can’t afford to ignore!

Arab as a whole is a traditional and religious place where religion positively touches every aspect of personal and business life. An Arab holds certain values and traditions close to heart, and this is true in all countries of the Arab world from the Gulf region to North Africa, together known as the MENA region. Anyone dealing with the customer of an Arab country has to keep the cultural aspects of the region in mind otherwise conversation can leave a negative impact on the Arab customer.

The unique aspect of Arab life is that all countries are closely linked with the common thread of the same language with little variations from one country to another.  The common Arab language is the language of the Qur’an, the holy book of Islam. And it is considered a holy language.  Any Arabic call center agent dealing with a customer from any country of the Arab region has to adhere to some norms and practices.

Since businesses with a global footprint often have to deal with customers from the MENA region, it is always advisable to take the service of the professional Arab call center agents to initiate a business deal. No business can neglect the Arab region and some of its 22 countries, as this region has some of the most affluent and highly competitive economies in the world.

It is instructive to understand that every Arab is a highly religious person and evokes the name of all mighty before the start of any work or even conversations. And an Arab feels obliged to listen to the Arabic call center agent who shows reverence to his religion. It is vital to keep a unique cultural aspect in mind while dealing with any customer from the region for a potential business deal.

Know the expressiveness of the Arabic language

An Arab man loves to talk as it is the legacy of the rich tradition of travelers greeting and exchanging information. They also love poetry and creative speech, which is evident in their bestowing flowery blessings. They believe that words have powers, and as a result, shun unpleasantly talks as, according to them, negative talk force negative results. The first meeting is often spent on greetings and salutations. Thus, any Arabic call center agent dealing with the Arab customer has to have a rich vocabulary of close to 10,000 words to cover the wide spectrum of emotions and feelings.

Use of colorful proverbs

Arabs are more prone to use colorful proverbs, with rhythm and subtle plays on a word in their everyday use of language than any other speaker of native language in any other part of the world. Hence, a native Arabic call center agent who shares the same knack is more likely to build a rapport with an Arab customer than a non-native Arabic call center agent.

Cultivate patience

Unlike the western world, time is not money in the Arab world. Any Arabic call center agent showing urgency or being impatience will bring instant loss of respect and consequent damage to the potential deal. The Arabic use of tenses reflects this approach to life, as there is no strict future tense, only present, and past. Some of the complicated ideas, we discuss all the time, with words such as ‘would’, ‘should’, ‘could’ and ‘might’ are deemed unnecessary.

Clear Preference for using the Arabic language

Arabs are not fluent in English, and even affluent one does not like to use the language. So, the use of the Arabic language is first to step to engage the customer. It also instills a sense of security and assurance to the customer. Hence, even businesses targeting high-end Arabic customers cannot be content with providing just English support. It is a good idea to use bilingual Arabic call center agents who are fluent in both Arabic and English and can switch the language based on the preference of the customer.

Use pious words mention HIM and HIS mercy and benevolence

An Arab citizen is the most religious person in the world. They believe that, though, not all, but still a lot of things are controlled by GOD, not human beings. An Arabic call center agent should never ignore the positive role of Islam in every aspect of the life of the Arab citizen. When you use GOD‘s name in greeting and conversation, an Arabic customer feels more obliged to listen to you and conclude a deal.

Generate sincerity in voice when swearing by PROPHET and holy book Koran

Showing respect to Islam is the first step to win the trust of the Arabic customer. They tend to do dealing with a person who sincerely shows reverence to Islam, something that you need to constantly harp upon in your Arabic call center. It creates the mutual trust that is the fundamental block in establishing a business relationship.

Proud people

Dignity, proud and honor are virtues which Arab people cherish. Make them feel that they have got a better deal after some bargaining, take it as part of the customer care. Allow an Arabic customer to walk with pride after closing the deal in his favor. This helps you in the long run, as you have just converted a customer into a loyal customer.

Dialectical variations of the spoken language.

The written language is the same in all parts of the Arab region, spoken Arabic shows variations in some regions from the Gulf States to the North African countries. Only a native Arabic call center agent has familiarity with dialects used in the vast MENA region. That is why the businesses that seek opportunities in the region take the professional help from the Arabic call center. At LiveSalesman, a multilingual call center we offer Arabic call center and Arabic customer support delivered by native Arabic speakers from Syria, Yemen, Jordan, Egypt, and Sudan. Being natives, they understand all basic etiquettes to converse with an Arab costumer. All native Arabic call center agents in our multilingual call center are bilingual and are fluent in both Arabic and English languages and hence, our client gets the advantage of both languages without bearing the additional cost.

Our native speakers of the Arabic call center match the average Arab speakers’ rich, thus effectively expressing all nuances of the language. We offer bilingual Arabic call center support for some of the world’s most renowned brands. Talk to us today to find out more.


Publish Date: October 31, 2019 5:00 AM

Different dialects of Spanish and where they are spoken

Spanish, spoken by 400 million people is the third most widely-spoken language in the world after English and Mandarin. The Spanish speaking people constitute the fastest growing groups in the world. In the next 30 years, there will be 530 million Spanish speakers with over 100 million living only in the US. It is also the official language of 21 countries and it is the second most popular language in the US after English and hence, the need for Spanish call center is on the rise. Spanish is mainly divided into two distinct groups:

Peninsular Spanish:

  1. Castilian is spoken by 99% Spaniards as their first or second language.
    2. Andalusian is the second most popular dialect after Castilian is mainly spoken in southern Spain.
    3. Canarian is spoken in the Canary Islands.
    4. Castrapo is spoken in Galicia.
    5. Castúo is the main dialect of Extremadura.
    6. Murcian is spoken mainly in the autonomous community of Murcia.

Latin American Spanish:

1) Mexican Spanish

Mexico being the largest Spanish speaking country in the world has different dialects spoken throughout the country. Other than Mexico, this dialect is also spoken in some parts of the United States and Canada. When it comes to pronunciation, a Spanish call center agent speaking in Mexican dialect will sound quite different from the Spanish customer service agents from other countries.

2) Central American Spanish

This dialect is mainly spoken in the Central American region like Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, and also in the southern Mexican state of Chiapas and parts of USA. It has one major characteristic; letter “s”, as well as some other syllables, is either missing or silent. A Spanish call center agent from Central America would use the word la computadora (as opposed to the Spanish word ordenador for “computer”.

3) Andean Spanish

This is the main dialect of central Andes, western Venezuela, southern Colombia, northern Chile, northwestern Argentina, Ecuador, Peru, and Bolivia. According to linguistic experts, Andean Spanish is considered to be the purest form of Spanish in the Western Hemisphere because of its inherent qualities like clarity, being well-articulated and easy to understand.

4) Rioplatense Spanish

This dialect is native to Argentina and Uruguay. Rioplatense is mainly spoken in major Argentine cities of Buenos Aires, Rosario, Santa Fe, La Plata, Mar del Plata and Bahía Blanca in Argentina, Montevideo in Uruguay, and also in their suburbs. It has a distinct flavor of Italian who migrated to these areas in the nineteenth and early twentieth century.

5) Caribbean Spanish

People of Caribbean regions mainly speak this dialect. This version of Spanish is spoken in countries like Panama, Venezuela, Puerto Rico, Cuba, Dominican Republic, and the Caribbean coast of Colombia. The words in this dialect tend to be shorter as while speaking some consonants like R, D, and S, etc are omitted.

A Spanish call center agent from Puerto Rico would pronounce “R” as “X” with an exclamation of breath. The major difference between the vocabulary of European Spanish and that of Caribbean is that in the later version, many words from the native languages have been borrowed.

6) Chilean Spanish

It is the main dialect of Chile. This dialect has a lot of influence from languages like Quechua and Mapudungun and also from European languages as a result of massive immigration in the 19th and 20th centuries. This dialect is also known for incorporating lots of local slangs and expressions making it difficult to comprehend for foreigners. It is also spoken at a relatively faster pace which further increases its difficulty level.

7) Colombian Spanish

There are multiple dialects of Spanish spoken in Colombia. The Colombian Spanish is more of a geographical term than having any linguistic relevance because the dialects spoken in the different regions of Colombia are quite diverse.
Besides these dialects, there are many other dialects spoken in different parts of South America, namely paraguayo, amazónico, uruguayo, venezolano and Bolivian. Despite having a difference in dialects, Latin-Americans usually face no difficulty in understanding each other’s dialect.

The difference in the various Spanish dialects is not as prominent as in the dialects of other languages and hence, while it is important for Spanish call centers to be aware of these differences, it does not impose any significant recruitment or training challenges for them. It is comparatively easier to learn different dialects. There are lots of variations in how Spanish is spoken throughout Latin America and even Spain. One of the major differences between European Spanish and Latin American Spanish is how a word like “you” is used. In Spanish, there are different pronouns and verb endings that distinguish between singular you and plural you, and also between an informal you and a formal you.

In both Latin American and European Spanish, the words have generally the same meaning. Though there are numerous differences as well. For instance, in a Spanish call center in Spain, a car is called a coche but in Latin America, it could be an auto or a carro. Similarly, a mobile phone is a teléfonomóvil in Spain but a teléfonocelular in Latin America.

These differences, however, may sound superficial but not so in the customer service business. For someone working in a Spanish call center, the choice of words is important. Since it is expected from agents to speak to their customers in a voice that sounds authentic and natural to them.

At LiveSalesman, a leading Multilingual call center, we have native Spanish call center agents from Colombia, Mexico, Spain, Argentina and Peru and hence, we are able to cover most of these Spanish dialects. Since Spanish is closest to Portuguese, lots of our Portuguese call center agents also speak Spanish. Our 24×7 Spanish call center support allows you the flexibility to choose the support hours according to your business needs. Talk to us today to learn more.



Publish Date: August 26, 2019 5:00 AM

Customer Service can do without Accent Discrimination

We are living in times of globalization where every day, we communicate with people having multiple accents. One of the major sectors where accent plays an important role is the customer service industry. Let us find out what role accent plays in call centre outsourcing solutions and what are the stereotypes associated with accent discrimination and how to get rid of this problem. 

Accent is inborn 

In simple language, an accent is way a group of people in a specific area speak their language. There are two categories-the first is when we speak our language which depends on factors like the place we are born and live. A Portuguese call centre agent from North would call wine ‘binho’ while a Portuguese call centre agent from the south would refer
to it as ‘Vinho’.

The second type of accent is, the way we sound while speaking another language after unconsciously using the characteristics of our native language. We often find a difference in pronunciation with Multilingual call centre agents speaking the same language but belonging to two separate countries. Spanish call centre agent from Latin America says ‘gras-see-as’ (thank you) while a Spanish call centre agent from Spain would pronounce the same as ‘gratheas’. Similarly, English call centre agents from America have a habit to soften “t” in the middle of words like “butter”, “battery”, “waiter” etc which makes them sound different. There are lots of English call centre agents from Britain who cannot pronounce “r” except at the beginning of a syllable. 

Learning a new language and acquiring an accent are closely linked. In comparison to adults, children find it easier to pick up a native-like pronunciation of a second language. A child whose brain is still developing is more elastic and can easily adapt to new sounds while an adult loses the capacity to mold as he or she gets older. That is why new accents can be developed only till the 20s and beyond that age, the brain becomes unreceptive. 

It will be very challenging for a non-native Japanese call centre agent to acquire a native Japanese call centre agent-like accent as that’s a second language for him. Similarly, an average customer support agent working in a Japanese call centre will have a harder time learning English, let alone replicating a native accent as an English call centre agents because there are many sounds in the English language, which simply don’t exist, in the Japanese language. 

You are identified by your accent 

Though the human brain is quite capable to identify foreign accents, the culprit for this biased opinion is our stereotypes of belonging to a particular behavior and culture. However, these stereotypes are the result of external factors that can be easily changed if we do away our prejudices. 

Even in our day-to-day life, we are less likely to believe something if it’s spoken in a foreign accent as statements made with a heavy accent is generally considered to be less true so when one gets a Spanish call centre agent who is not a native on the phone, the customer already forms opinion based on preconceived notions. On average, it takes less than 30 seconds to linguistically profile a speaker and react to their ethnicity, class and economic background. It’s unbelievable. How can you categorize someone based on your stereotypical ideas in less than half a minute? The prejudices manifest blatantly in the attitude of customers when they speak with non-native English call centre agents or for that matter a Japanese call centre agent who is not native 

The sad part is that unlike other discriminations based on race or nationality, accent discrimination appears to be socially accepted discrimination, especially when it comes to English call center agents or for that matter, any other multilingual call center agents who are not native speakers. In the US, there is a law protecting individuals against accent discrimination in the workplace unless it interferes with their performance. We are living in an age when multiple accents are commonplace both in our personal and professional lives so why this bias especially against multilingual customer service agents who are not natives? 

If you judge multilingual call center agents’ language proficiency based on their accents, it is akin to the linguistic equivalent of judging people by their looks. A Spanish call centre agent’s accent, who is not a native, may give you a clue to from where we come, yet it’s not a true indicator of his skills, qualifications, personality or our social status. 

How this accent discrimination developed? 

Prejudice and bias are deeply rooted in our psyche and when we hear someone’s voice and accent that is not familiar, especially in an outsourced call center, we immediately jump to a conclusion based on little information. 

Though English call centres and Multilingual call centers are in existence for some decades, in the last few years they have changed a lot. In the 90s, the labor costs went up steeply in the US and it made sense for banking and software companies to shift their customers’ service overseas and start using outsourced call centers to reduce cost. 

The issue of accents wasn’t on their mind. English is the largest spoken language but it is spoken with innumerable accents and a person who is accustomed to a certain accent will always find it difficult to understand if it’s spoken in a different accent. Same is true for Multilingual call center support solutions.  The outsourcing business brought the labor costs down for American companies, but it also gave rise to a new set of problems as customers in the US, particularly, faced difficulty in understanding English call center agents who spoke English with a different accent. 

Tolerance is the key 

Accents are an integral part of our personality, but they don’t define us. So, next time when you speak with a Spanish call center agent who is not a native or a non-native English call center agent, remember that the person with whom you are talking is also a human like you. Be tolerant and avoid being judgmental about their accent. He or she is doing a job and most importantly trying to help you out. 

The main criteria for a job in multilingual customer service should be the skill and ability of the candidate and not his accent. The decision-makers in companies need to be aware of these implicit biases and accordingly arrange training for bias as well as cultural sensitivity. 

Accent discrimination promotes stereotyping 

Those looking for a career in outsourced call center industry- English call center or Multilingual call center solutions- were forced to neutralize or soften their accents to fit in. This resulted in a lack of regional accents promoting lazy stereotyping and prejudicial attitudes to prevail. This isn’t a healthy situation for this sector as they risk rejecting some very outstanding talent by not looking beyond people’s accents. 

It’s very unfair if people have to lose their accents to get a fair crack at the whip and for not being perceived as less educated and trustworthy. The more multilingual call center agents come with different accents in customer service, the more acceptable their accents will become to customers. Native English call center agents working in a Spanish Call Centre might struggle to speak with an authentic Spanish accent because their brain isn’t programmed to perceive frequencies of pitch that makes up the Spanish language and their mouth can’t reproduce the right sound. 

Is there an ideal accent? 

The whole endeavor of the outsourced call center industry is to finally settle for a neutral English accent. We are living in an interconnected world that accepts nothing but an accent neutral language. Multilingual call centres are aware of this truth and therefore they train their multilingual call center to get rid of modulation and pronunciation associated with their native language. 

There is nothing like a “right” accent. What is “right” accent today may not be “right” in the future because the world is changing every day? The outsourced call center customer service too needs to change according to the change in demand. Though English is currently the most spoken language in the US but of late Chinese has become the third most popular language after English and Spanish and therefore, the rise in demand for Chinese call center and Spanish call center besides English call center. 

Similarly, in Canada there is a sizeable population whose preferred language is French and therefore to cater to this vast French-speaking people, many French call centres have come into existence. 

There are a lot of factors that decide what should be the most appropriate accent in customer service and multilingual call center solutions. Companies running Multilingual call center and English call center need to train their customer service agents to be patient, flexible in conversation, empathetic and also prepared of hearing different accents. 

The solution lies in training 

Customers are now evolving and embracing diversity in accent. So, you need to believe in yourself and if next time your accent might affect your confidence, tell yourself, “each has an accent – but mine is cute. “Accent reduction or accent neutralization acts effectively in learning or adopting a new accent as is done in the most English call center and Multilingual call center. 

We all have our preferences when it comes to pronunciation, style, and pace of spoken language and certain accents can take more effort to comprehend. To have effective and inclusive communication, we all need to make an honest effort to look beyond our prejudices related to the delivery of a message to the actual content of that message. 

It needs little initiatives like simply asking the speaker to slow down; asking for clarification when confronted with ambiguous speech and getting confirmation whether or not something they just said matches up with what they meant. It needs just to build a strong foundation for respect and understanding with our valued customers. 

People are now exposed to more foreign accents than at any time in human history, as now more people are moving around than ever before. We are still far away from the point where no discrimination takes place based on accents. Maybe, by exposing our children to multiple accents with no negative connotation is a way forward.


Publish Date: August 18, 2019 5:00 AM

How to avoid the common mistakes in your Live Chat Support?

Live chat support has become an integral part of customer support for most businesses. Having said that, it is not successful for all, reason being that their live chat agents routinely make the same mistakes that diminish the brand value and costs valuable customers. To ensure that your live chat agents don’t stumble frequently, you need to know about most common mistakes in chat support and how to fix them right away.

Are you missing peak chat times?

Ideally, 24×7 live chat support should be available to your customers but in reality, most companies are not able to provide this for various reasons. Apart from this, another common mistake which businesses make is offering live chat agents support service in the regular office hours of 9 to 5 slot when it is convenient for them rather than during hours when they get more live chat requests.

If your business footprint is global then you could be receiving the bulk of your live chat agents support requests from your overseas clients at 1 am. If your live chat isn’t available at that time, you will be missing out opportunities to interact with your customers and possibly prospective orders too.

How to fix?

The first thing you need to do is to identify your peak times when you expect the maximum requests for live chat agents support. In most live chat reports you can see details like total no of chats during a 24-hour-cycle and also the weekly pattern of your peak demand. If you observe that most requests for live chat agents support come during hours when you don’t have in-house staff available, you should outsource live chat support. Most live chat outsourcing companies offer 24×7 outsourced live chat agents.

All this information will help in making your staffing prediction report which eventually will result in better management of your live chats agents’ shifts. This will also help you in getting prepared for increased workload during festive occasions like Christmas or New Year eve. If you outsource live chat, you also have the flexibility of scaling up or scaling down according to your changing business needs. What more, some live chat outsourcing companies also provide outsourced Multilingual live chat support so if you get request for multilingual live chat support, you should certainly explore this option.

Are you taxing your customers too much?

The basic purpose of having live chat agents support is to make customers life easier by having free-flowing communication. Unfortunately, there are lots of companies who ask for lots of information before letting their live chat agents chat with their customers. Getting basic information from customers isn’t a bad idea as it helps in making a personalized chat but the problem occurs when the customer is asked too many questions before they get a chance to talk to a live chat agent.

How to fix?

Try to integrate your live chat with your company’s website or e-mail tool in order to provide a seamless experience for your customer. Don’t ask for the information, which you don’t require as that will only make your customer apprehensive about your motive. If you outsource live chat support, make sure that your outsourced live chat agents have access to your CRM so that they don’t have to bug your customers with too many questions before they can assist.

Ambiguity in written messages

Written communication has a major handicap as it lacks body language and voice. Therefore, in order to remove ambiguity in your conversations; live chat agents need to be very careful. Brevity and simplicity may be the hallmark of an ideal chat but at the same time, they can create misunderstandings. Live chat agents are more prone to create ambiguity if they are using short or one-word fillers in their answers.

The human mind is programmed to interpret ambiguous information negatively and there is very little chance of it being appreciated by your customer. If your live chat agents are using a language that lacks clarity, customers are more likely to judge them as being uninvolved, indifferent and rude.

How to fix:

The objective of a live chat agents support is to apprise your customer about the right course of action and what you can offer to them. One of the common mistakes live chat agents usually commit during live chat is using too many abbreviations which may give an impression that you are rushing the conversation because the customer isn’t important to you. The following table shows examples of ambiguous texts and how to replace it.

Don’t use                        Do use

Hi!                                     Hello! How can I help you?

OK                                    Yes, I do understand.

Check it on our website?   May I forward you the link to our website?

If you outsource live chat support, make sure that your outsourced live chat agents get a thorough training in these soft skills. This applies not only to English live chat agents but also multilingual live chat agents.

Being careless with the privacy of data

We are living in times where we have access to every kind of data related to our customers such as location, device, shopping history, shopping cart content, and also their social media activities. All these data can be used productively to enhance customers’ experience. If a customer gets the feeling that the live chat agents know things about him that they hadn’t shared with them, he will feel jittery and creepy.

How to fix?

Always use your customer’s information to serve him or her in the best possible manner. So, if you want to suggest a specific product to your customer, go ahead and do it instead of saying that you are suggesting because of his past purchase history. If your customer shares something, which you already know, live chat agents should not acknowledge it.

Live chat agents should make it a point to explain to your customer about every step that they might take and ask for his consent even for routine things like sharing the chat with a teammate and sending details through email. Live chat agents should be as transparent as possible while collecting customer data but at the same time need to jealously protective about it. Collecting sensitive information like credit card details should be avoided unless the chat is SSL secured. If you outsource live chat support, ask your live chat outsourcing for their data protection policy.

Making your customers wait too long

The response time on live chat support is of utmost importance for businesses. Unfortunately, they still get it wrong resulting into customer churn. According to a latest report by LiveChat, on an average, it takes 48 seconds for a first response. So, you should try to better that average.

It will be damaging to your company’s interest if you make your customers wait. This fact is corroborated by a research carried out by Forrester and Amex which shows that among younger generation in the age group 16 to 22, around 20% would stop using a particular brand if their chat responses were on slower side.

How to fix?

Such things happen only in those companies where it is claimed that their live chat agents are available for the chat when in fact they aren’t or maybe they have a skeletal staff that isn’t able to cope up with the large volume of work.

It is very important for companies to know that they should set up live chat support only when they have enough live chat agents to provide a high quality service. It is always preferable to give support either through e-mail or telephone calls than to offer a sub standard live chat facility. Alternatively, you can outsource live chat support to a live chat outsourcing company. Outsourced live chat agents are both cost effective and efficient and allow you to focus on more critical tasks.

Using a high level of automation

To some extent, automation is good for companies but the problem arises when businesses get an impression that customers too prefer an automated system.

On the contrary, in the online environment customers are already inundated with automation and when they reach out for live chat agents support, predominantly it is because they are desperately seeking a personal human response. The data available also supports this fact.

Same is true when it comes to multilingual live chat support. Since most businesses can’t afford to hire in-house multilingual live chat agents, they use machine-translated automated messages which are usually replete with errors and do little to help the customers.

How to fix?

You need to be cautious while using templates. A readymade script may help in giving prompt replies and being consistent with the support you’re offering, but coming up with a generic and machine-based advice is the last thing you want. Even if you want your live chat agents to use pre-made responses for uniformity, faster and prompt assistance, make sure that they are thoroughly trained on how to modify those responses every time to suit customer’s question and to provide a more personalized and human experience. For Multilingual live chat support, you can consider cost-effective shared outsourced multilingual live chat agents.

Are you facing lack of skill?

You shouldn’t be under the illusion that you will manage a good live chat agents support service with low investment. Skilled and trained live chat customer support agents are key to the success of your live chat program and if you deploy live chat agents who lack the detailed knowledge of your business and products, it will damage your brand and company’s reputation.

How to fix?

To start with, you need to recruit qualified and professional staff and train them adequately. Make them fully conversant with everything related to your product and line of business and show them how to handle live chats. Don’t make your live chat service available till you have a team of well-trained live chat support agents. This is even more crucial if you outsource your live chat. Make sure that your outsourced live chat agents very well understand your business before they start interacting with your customers. Training and managing quality of Multilingual live chat agents may be challenging if you don’t have internal staff that understands the languages you offer support in. However, Multilingual live chat outsourcing companies offer an end-to-end solution for Multilingual live chat support that includes recruitments, training, quality, and ongoing operations management. At LiveSalesman, we offer Multilingual live chat support for French, German, Italian, Japanese, Chinese, Spanish, Arabic amongst 30 other European and Asian languages.



Publish Date: August 12, 2019 5:00 AM

How to make sure that customer insights result in actionable value

Customer insights are actual truths about consumers. These are key elements that decide behaviours and perceptions of customers. Customer feedback and Voice of Customer data can be a great help to various teams in an organization making them more efficient and in tune with customer goals and attitudes. However, most businesses are facing challenges in using these customer insights to drive business changes. This is partly because while businesses invest considerable amount of money, energy, tools and resources in collating the data for customer insights and presenting them in the form of fancy reports and dashboards, little effort is made to prepare the business stakeholders on how to interpret those customer insights and how to use them efficiently in making business decisions.

Let’s see what steps the customer support team can take to make customer insights useful for the decision-makers in the other departments. A lot of call centre outsourcing companies that offer customer support outsourcing solutions offer this value-added service.

Highlight what value customer insights will add

If customer support outsourcing solutions team want their work to be accepted, it is imperative that they speak the language of the particular business of which they are working for. Customer insights just by themselves won’t resonate with anyone unless they are aligned with the business objectives of the company. When a call centre outsourcing company takes on a project, they should make an effort to understand what objectives business is trying to accomplish and then identify what set of insights will be beneficial to achieve them. Customer support outsourcing solutions teams should be trained to go an extra mile to gather the right insights from the customers.

Identify the business needs and the insights that will help achieve them

Once the call centre outsourcing company has understood the general focus, they should dig deeper to understand the exact needs. While some insights may be interesting to be aware of but discovering and actioning them will not yield any significant result. It will be just time-consuming. Similarly, the customer support outsourcing solutions team needs to aware of what insights team already has access to so that they don’t waste time and effort duplicating the same data.

  • Here are some questions that call centre outsourcing company should ask its clients:
  • What are your company’s main priorities over the next 3, 6 or 12 months?
  • What are the gaps in the information they already have?
  • What limits do you need to work within?
  • What will be the duration of your data collection?
  • When will the results be communicated to key stakeholders to analyze?

Increasing the Scope, Scale and Visibility of CX Measurement

The way customer support outsourcing solutions team shares the insights decides whether their customer experience measurement program is set for success or not. If call centre outsourcing company wants stakeholders duly engaged, they should make sure to present customer experience metrics in a consolidated visual, interactive dashboard that presents the metrics in real-time and monitors them over time.

Avoid committing the mistake of focusing only on a solitary top-level customer experience metric, such as CSAT or NPS. Although it’s normal for top executives to prefer their favourite metrics to summarize entire customer experience, it fails to show where to focus efforts to bring about improvement. It is always advisable if metrics are linked to key customer journeys.

Apart from dashboards, also think of other formats to share regular and urgent insights within your organisation, especially insights like online reports, videos, or customer quotes that may bring positive change.

Celebrating successes and sharing lessons

Customer support outsourcing solutions team members can bring desired behaviours among their insights users by something as simple as celebrating success stories and sharing lessons learned.

Focus on the quality of data

During your consumer research, customer support outsourcing solutions team is flooded with large amounts of data relating to your customers’ behaviour. If we go by the prevalent online activity of an average customer, you are likely to be overwhelmed by the volume of data. Here, the customer support outsourcing solutions team needs to be selective to find out the most useful data to achieve your goals.

You need to be certain that the data you’re collecting is actually useful because your entire customer insight strategy depends on the quality of data you have. If the quality of your data is substandard, your decisions arising from the customer insight will be flawed.

Fixing roles and responsibilities

The stakeholders who are responsible for utilizing the customer insights gathered to play a very important role. Normally, the data collection is done by customer support outsourcing solutions team but the interpretation of data is done by business decision-makers for each department. Hence, it’s part of your job to ensure that you have the right person with requisite skills to handle your customer insight.

You need trained personnel with IT skills to run the software, manage the databases and ensure the smooth running of your system. Same is true for your marketing and product development departments where you should hire individuals who are experts of applying the results of the insight into action.


Publish Date: July 30, 2019 5:00 AM

Simple Strategies to offer an awesome Post-Purchase Customer Experience

It is obvious for customer service to treat the actual purchase as the most important activity. The onus of converting a regular inquiry into orderlies on the employees and that could happen only if utmost importance is given to every step, which helps to close the deal. Talking of retail brands, we often find sales staff helping customers in routine things like greeting customers with a welcome smile, helping them to find the right size and colour, making they check out process seamless and providing drinking water in trial rooms.

These are undoubtedly important features of an ideal customer service experience, but what follows after the customer has already made the purchase is equally vital. Actually, the post-purchase experience of the customer goes a long way in developing his or her loyalty towards a particular brand. Customers should never feel that companies are only interested in their money and therefore it is for customer support agents to make customers feel valued. Let us find out how this could be achieved.

 Laying out customer friendly Post-Purchase Policies and Processes

Normally, the policies and processes for sales staff and live chat agents are well laid out. In the same way, the same procedure needs to be followed to make customer’s post-purchase experience enjoyable and fruitful. If you use Call centre outsourcing solutions provider, make sure that this procedure is well defined for your customer support outsourcing agents as well.

The very first thing you are supposed to do is to start a communication with your clients after they have either purchased from your store or placed an order. In the case of e-commerce companies, it will mean sending an e-mail confirming the transaction, details of shipment and expected delivery schedule and also asking for the feedback from the customers for their overall purchase experience related to the product and service.

Next, everyone associated with the actual business process like sales employees, call centre outsourcing solutions provider and their live chat agents should actually know as to how to deal with customers when order is either delayed or the customer isn’t happy with the product quality or just wanting an update or the status. Now, the customer will be satisfied and loyal to a particular brand only if customer support outsourcing solutions agents have answers to all these queries and also equipped to solve their problems

Asking for Customers Feedback 

One of the most important aspects of post-purchase is getting feedback from customers. The companies’ executives should waste no time in contacting customers to know how they feel about their product or service after having made the purchases. This exercise has twin benefits of helping brands to improve their customer service along with utilizing their reviews for attracting future customers.

Therefore, it should be incumbent for companies to feel the importance of their existing customers and focus on continuously improve upon the skills of customer support outsourcing agents and product offerings.

Reaching out to aggrieved Customers and offering solutions

Companies should never ignore customers who have chosen to express their resentment on social media or the review section of the companies’ website. In such cases, companies should immediately reach out to aggrieved customers and offer them solutions ranging from refunds, exchanges or discounts. In most of the cases, just simple pleasantries like “Thank you” for getting the feedback can do the trick.

Ideally, nothing is more satisfying for a customer to talk to a real person rather than responding to a machine to share their concerns that they may have experienced post-purchase.  This is one area where a professional call centre outsourcing solutions provider with experienced customer support outsourcing agents could prove a great help. It is their job to assure and calm customers by making them talk to an actual person without wasting their precious time.

Improving Brand Loyalty

The post-purchase gives an ideal opportunity for brands to make the existing customers their best brand ambassadors which in turn helps This can be achieved by offering special discounts and incentives to the existing customers. For instance, things like a special birthday or anniversary gifts, providing priority access to newly launched products, and giving loyalty and referral points could enhance customer’s happiness level.

A brand can easily place itself on a higher pedestal by successfully implementing these strategies and thus creating a happy community of repeat customers. However, in order to follow these strategies diligently and regularly, it is imperative that customer support agents have adequate bandwidth. If they do not, as is often seen, pre-sales support ends up taking precedence over post-purchase support. Call Centre outsourcing solutions providers can be hired as your extended customer support team so that you don’t have to trade one for another and can strike the right balance between pre and post sales support.

At LiveSalesman, a leading customer support solutions provider with over 18 years of experience, we understand the significance of keeping existing customers happy and help our clients devise new strategies to continuously improve the post-purchase experience for their customers. Talk to us to find out how we can help you.


Publish Date: June 17, 2019 5:00 AM

How good customer support benefits trickle down to other departments

There is no gainsaying that Customer Support has assumed more significance as a competitive advantage in businesses than even price because while customers are happy to pay a premium for good service, they will never brook bad customer support even for free! However, good customer support is important not only to keep your customers happy but investing in customer support pays rich dividends to every department which are otherwise neither interested nor encouraged to pay any heed to customer support at all. Let’s look at how

Sales, Marketing and Customer Satisfaction

Sales, Marketing and Customer support often share a complex relationship in an organization. Under pressure to sell, sales and marketing sometimes end up focusing on the wrong audience or aspects and customer support is left with the onerous job of assuaging the feelings of aggrieved customers whose expectations weren’t met. This problem becomes more glaring when you use call centre outsourcing solutions because other departments consider customer service outsourcing team as an external to them. This isn’t a healthy situation for a company since sales and customer support outsourcing team should complement each other and not be at loggerheads.

In an ideal situation where Sales, Marketing, and Customer Support are in sync with each other, business grows and customer is the main beneficiary. A perfect balance needs to be maintained among these teams in order to create a multiplier effect and this applies even if you use customer support outsourcing solutions. You need to ensure that you make efforts to assimilate your customer support, outsourcing team.

Since customer support is the only department that is an interface between business and customers, they are the only ones who can tell you how your customers perceive you. The feedback received through customer service outsourcing team plays an important role in the sales and marketing department for planning their future campaign strategies. Such information helps them to selectively choose prospects that are more in tune with their product. Customer support outsourcing solutions team also benefits by working closely with sales and marketing as they are better prepared to anticipate and tackle customers’ queries and concerns about product features and position during pre and post sales.

The ongoing interaction with the customer support employees makes sales personnel treat their customers with a lot of empathy, positivity and patience that helps in fruitful communication resulting in better strike rate. Their approach towards customers become more humane rather than robotic.

It is expected from marketers to treat customers as equal partners in a business relationship and are expected to know about customers’ actual problems, opinions, pain points, preferences and obstacles. Customer support outsourcing team’s know-how will help them achieve this.

In the last decade, social media has revolutionized our society to effectively redistribute power towards customers that were once the monopoly of corporations and institutions. Now, marketers can no longer use social media to deliver one side monologic advertising messages to a target audience, they are also expected to meet customers’ support demand over social media. With the help of customer service, outsourcing solutions team social media marketing managers can transform customer service into new age marketing by engaging customers as collaborators. Satisfied customers act as brand advocates and ambassadors and word of mouth marketing is any day more valuable and credible from your prospects’ perspective than your advertising message.

Technology & Brand Improvement

The customer service outsourcing agents are at the forefront of addressing clients’ problems and receiving feedback related to their product. By making a seamless interaction among customer support, tech and product specialists, latter can gather a lot of invaluable information about what customers like or dislike about your product, what features they like to add or remove, what are the issues they face while using your product.

Customer feedback should be an integral part of every product related meeting and discussion. The feedback from customer outsourcing solutions should be given a priority while taking a tech-related decision. The user experience can only improve by taking customers’ feedback seriously which will help in making the end product more acceptable. The customer support outsourcing solutions team also becomes wiser by this regular interaction with tech that prepares them to offer better solutions to customers. They are better educated to guide customers on fixes to a problem or your plans to improve a problem.

Sales and marketing also gain because they have a better understanding of how your customers perceive your products and what product features allure them so that they can accordingly highlight your product’s strengths in their marketing efforts.

For example, a company dealing in sportswear to associate its brand with sportspersons who represent fitness, health and wellness. However, their customers may purchase these items because of personal reasons like comfort, style and fashion. Hence, it becomes necessary for companies to communicate their marketing department to incorporate these values.

Finance & Operations

It’s not surprising to find that a happy customer is generally loyal and is also the biggest spender. Recent research has revealed that 50% of customers purchase a particular brand more after getting positive customer service and around 86% of customers pay up to 25% more if they are satisfied with the quality of customer support.

This additional revenue raises the bottom-line of companies giving them leverage while making financial projections and expansion plans. By ensuring better communication among various departments, the wastages of precious resources can be minimized.

Better coordination between customer service outsourcing solutions team and finance department also helps lessen customer’s anxiety. For instance, if a customer is chasing refund, customer service outsourcing team will be better equipped to give realistic timelines only if there is proper communication between the two departments, lest call centre outsourcing team will have no option but to give dodging replies leading to dissatisfied customers.

Human Resources

Various departments working in sync with each other would yield a healthy work culture and positive brand perception, which are both crucial for attracting the best talent in the market. The young and dynamic workforce likes to be associated with those organizations where they find synergies with their own personalities and belief system. A company that adopts a service-oriented culture often ends up employing potential hires that find their core values reflected in a company’s business identity.

Such employees easily settled in and are also least expected to quit. This is important, given the high attrition rates and their adverse effects on business. Employers often end up spending a fortune to find and train a replacement for them.

To accomplish this, it is imperative that you demolish the silos that each department works in and get them to consult each other. This can only be achieved through meaningful interaction and cooperation among various departments by doing away with a narrow-minded approach. Encourage knowledge sharing amongst departments.

Customer feedback collected through the call recordings, complaint tickets raised and other numerous queries could be effectively used to address the customer pain points and in easing customer onboarding processes as per requirement. It can be used in developing appropriate learning material for customer support outsourcing solutions team. Sales pitches can be customized to align with customers’ preferences and marketing strategies can be honed for better targeting and an appropriate roadmap can be planned that is in sync with the emerging aspirations and needs of customers.

It is understandable that with so much customer data available, not every information may be useful but given that your customer service outsourcing team may be an answer to a lot of your unanswered questions and unsolved problems, it is imperative to provide that you give them a proper forum to convey your customer’s voice and their valuable insights to you.

At LiveSalesman, we understand the importance of customer feedback and hence, our customer support outsourcing solutions are designed not to just answer calls and emails for you but we proactively seek feedback from your customers and ensure that you stay constantly updated about what your customers think about you so that you can channelize your product development and marketing efforts in the right direction.


Publish Date: June 10, 2019 5:00 AM

Why Multilingualism matters, lessons from Uber

In these times of cut-throat competition, a lot depends on the quality of your customer service which can either make or break your brand. Multilingual customer support has become an essential part of customer service because it allows businesses to expand their reach and improve the way they communicate with their clients.

People want to have their concerns or queries heard, understood, and addressed in their own language and that is where multilingual outsourcing solutions play an important role. The outsourcing companies have long realised its importance and have started offering Multilingual customer support solutions to help brands grow. Here are the five benefits of teaming up with Multilingual call centres.

1) Bringing new customers

To enter a new market, the companies need to communicate effectively with their target demographic groups and that is where Multilingual outsourcing solutions give you an opportunity to reach potential new customers and expand your client base. Multilingual customer support is a bridge that easily breaks the ice built by lingual and cultural differences.

Most of the English speaking countries-based organizations find it difficult to set up business relationships with customers in foreign countries where the popular language is other than English. For example, it is imperative for an American company operating in France to have a French call centre, which employs French customer support executives. Similarly, for a German company to run its business in Shanghai and Beijing, it can’t dispense with a Chinese Call Centre.

In the year 2016, Uber went multilingual to increase its footprint in Toronto, Canada. Though English is a major language of Canada due to the presence of a large immigrant population, French and Mandarin are two other widely spoken languages.

Uber came to know that more than 20,000 cab users in Toronto had used their app in their own Mandarin language. It was a revelation for the American multinational transportation network company and soon it launched UberCHINESE in Toronto that not only catered to the Mandarin-speaking population but also to the Chinese tourists who used Uber.

2) Retaining existing customers

To retain the existing customers, it is essential for service representatives to assure customers that their complaints, if any, will be resolved promptly and competently. The customers are mostly looking for easy and immediate solutions to their problems and the last thing they want is to make repeat themselves over and over again to explain their issue. This will inevitably happen if your customer support speaks in a language that your customers aren’t familiar with. Needless, to say it will adversely affect the customer experience and your call centre will have a tough time resolving their issues. According to a survey, 70% of buying experiences are based on how the customer feels they are treated, and almost 89% of customers stop buying from a business because of poor customer service.  Alternatively, the ability to truly understand everything a customer says will come handy in finding appropriate solutions to the complaints. This, in turn, lets you boost customer satisfaction level.

If you do not have resources and bandwidth for an in-house multilingual call centre, multilingual outsourcing solutions could fill the gap by opening the communication channels with all your customers, while you are rewarded with their loyalty, as well as a new business.

3) Make associations more productive

The role of language is not just limited to making communication. For building a strong and a long-term association with your customers, multilingual customer support is a powerful tool. It also removes the possibility of agents accidentally offending customers during a conversation if they aren’t familiar with the language and culture of their prospective customers.

In Canada, Uber recruited Mandarin-speaking driver-partners to make life easier for their Chinese speaking users so that they can get immediate assistance in their own language.

The company consistently followed this policy in other countries too and made it a point to not only localize by country or language but also by the city.

Last year in India, Uber launched UberLITE in as many as seven Indian languages to fulfil the needs of users in their own regional language. It was initially launched in the Hindi language in Delhi and Jaipur followed by Marathi, Tamil, Telugu, Kannada, Bengali, and Gujarati in other major cities like Mumbai, Chennai, Hyderabad, Bengaluru, Kolkata, and Ahmedabad.

4) Using Innovation and Technology

The success achieved by Uber didn’t happen overnight. Like most the other companies, it launched its customer support service through English call centre only but as it came across customers who spoke multiple languages, it also realised the need for Multilingual customer support. It has come a long way since then and now Uber provides text-based support in more than 20 languages.

The company used well-established tools like Zendesk to improve its relationships with customers to provide them with a seamless experience with multilingual capabilities. Besides, Uber also offers mobile-based support in as many as 11 languages while support in English call centre and Chinese call centre is available round the clock.

Uber came out with a strategy called ‘launch playbook’, in order to set itself apart from the local competitors through the multilingual feature. Such strategies paid rich dividends to Uber which now prides itself for operating in more than 600 cities across 65 countries and 32 languages.

5) The power of Localization and Cultural Training

Uber was quick to realise that in most of the countries people are either bilingual or trilingual and the best way to serve them is by talking to them in their own language.

Uber ensured that its support executives are proficient in one of the 11 major world languages together with the cab drivers that are ready to support customers in their native languages. Though Uber uses machine translation (MT) tools, it still preferred customer service executives who may not be very fluent in the second language.

Such a strategy of language-specific support has proved beneficial for Uber in improving its business and growth in hitherto new markets. Hugely inspired by its multilingual support system, the company has successfully used local strategies in its various marketing campaigns. Taking cue from its multilingual customer support system, the company uses local strategies in its marketing campaigns flawlessly.

It also came out without box solutions for discovering Multilingual call centre talent in specific regions. For example, when the company needed a Portuguese call centre executive for its Orlando call centre, it advertised in the soccer stadiums and Brazilian cultural events to find the right candidates.

In short, Multilingual customer service goes a long way in cementing relationships with customers and in the process enhancing the overall customer experience.

LiveSalesman’s flexible and cost-effective Multilingual Outsourcing Solutions empower many small, medium and large companies globally to expand in international markets without being burdened with the associated overhead costs. Whether you require the Portuguese call centre, Spanish call centre or a French call centre, look no further as we offer Multilingual customer support in over 30 European and Asian languages.


Publish Date: May 27, 2019 5:00 AM

Lessons on CX from the top 3 global brands that you should learn from

While the words customer experience and customer service are often thrown around synonymously, they are vastly different. Customer service transpires through the buying process or when customers encounter a problem. But customer experience has a lot more about it than just customer service.

CX or customer experience transpires through the entire journey of a prospect of becoming a customer. It starts right from the moment a customer thinks of doing business with a brand, be it in person or through digital channels and continues at every point of interaction with the brand, as well as with the products on sale. However, controlling communications and guiding customer journeys throughout every single point of interaction can pose to be a challenge for brands. Here are a few lessons on customer experience from the top 3 global brands that most of you would know and have likely done business with.

Lessons on CX from Amazon

Amazon is ubiquitously one of the easiest companies to do business with across the globe! Whether it’s for its mad genius techno-prenuer CEO or for its single-minded focus towards achieving economies of scale, Amazon really delivers on CX at every level of interaction that solidifies confidence on the brand.

Customer-first, brand-second!

Amazon has always prioritized a “customer first” approach. Every product or program they launch is first appraised by a simple question – if this is going to be right for the customers! While this is the very definition of a customer-focused approach most brands often precede this simple question with another question – if this is right for our brand, which should ideally be the second question to think about. Most brands ask the second question first, or don’t ask the first question at all! And that’s where they go wrong.

Amazon’s mission is to be ‘Earth’s most customer-centric company’ and that is evident is their extremely friendly customer services policies. They work with numerous call centre outsourcing companies around the world, both for their English call centre and Multilingual call centre support needs. Despite going the route of customer service outsourcing solutions, their customer support is highly consistent. Rightly called ‘the Their outsourced call centre agents are rigorously trained to continuously raise the bar on customer experience by advocating and inventing for customers.

Knowing customers’ minds!

It is no mystery that the biggest reason for the success of Amazon or any other major e-com service is the fact that they could get right into the minds of their customers and deliver what they need the most – Convenience! With the ease of ordering necessities, tracking of orders, transparent pricing information where users can see the lowest prices available, and a robust self-service system, Jeff has created a giant that focuses relentlessly on customer convenience.

The tech that keeps it human!

Amazon is a technology company, but what’s unique about it is that it has kept its customer service human! Regardless of the fact that people get self-service, and there’s barely any contact with an Amazon employee, users always feel the great human service behind the tech hardware. And inevitably when the technology fails, there’s always a highly skilled customer support representative willing to help you out as quickly as possible.

Amazon remembers its customers

Despite the growing uproar with privacy and customer data, data tracking isn’t always bad. Amazon uses its sophisticated customer data and tracking system to deliver users a better experience. Using data to transform customer experience on every step of the interaction can help strengthen customers’ confidence in the brand in a non-intrusive yet personalized manner.

Lessons on CX from Apple

Yet another master of customer experience, Apple manages to offer great CX from the moment a buyer unboxes an Apple product. They make for great customer experience at every level of interaction. With their single-minded focus on the idea that is “brand strength”. Apple stand out from the million other tech product manufacturers and maintains a population of Apple-enthusiasts with three things it does perfectly – Engagement, Differentiation and Consistency.

Delivering engagement

Promote active communication with your clients, conducive conversations are the base for building a bond with the customer. Prompt and genuine responses, listening to feedback and then acting on the same is the mark of a true consumer-friendly brand, like Apple.

Differentiation – Why should they choose you?

The best way to achieve true differentiation and standout from the rest is by asking yourself this simple question – “Why should they buy from me instead of my competitors”? This will tell you about your brand’s value proposition. The value proposition shouldn’t be vague like “we offer great customer service”, but tangible and something that your customers would love.

Elevating customer service into a science

Apple stands shoulders above the competition when it comes to impeccable customer service. In one of the videos Steve Job asks ‘“Wouldn’t it be great if when you went to buy a computer, or after you bought a computer, if you had any questions, you could ask a genius?”, Jobs asks. “Well, that’s what we’ve got…” Apple’s customer service manifests this vision to date. Whether you go to their ubiquitous retail stores or call at their call centres, the phenomenal support they provide in alleviating the headache that entails a faulty tech product is in sharp contrast to the hassles and nightmares one experiences if your tech product isn’t Apple! Apple’s call centre agents are always helpful, and knowledgable

Replicating that level customer experience requires a serious commitment. If you feel that you don’t have bandwidth internally, you should consider taking advantage of customer support outsourcing solutions. There are plenty of Call centre outsourcing companies who are renowned for their award-winning customer service outsourcing solutions and boasts of some of the world’s biggest brands amongst their clients.

Lessons on CX from Aetna

A biggie in health insurance and related services, American brand Atena has made serious efforts and investment in ensuring that their customers have access to health care information in their preferred language.

A big proponent of speaking the language of your customers

Recognizing the need to “engage the customer through the lens of their culture and language,” and Atena partnered with Voiance’s organization for Phone Interpretation services that enables them to offer Multilingual call centre services. Aetna’s multilingual call centres are staffed by bilingual customer service agents that include Chinese call centre agents, and Spanish call centre agents, apart from English call centre agents. They offer Multilingual customer support in 150 other languages with the help of interpreters. These Multilingual call centre agents respond to customers’ questions about benefits etc. in their preferred language. Aetna received ICMI award for providing best Multilingual Call Centre Services for its customers.

Global by design and not by the scale

Any good Multilingual call centre worth it’s salt would know the importance of cultural factors that influence language heavily. Any good French customer will inevitably feel more comfortable talking to a native French call centre agent instead of getting lost in automated translation or trying to communicate and explain themselves in English. Aetna’s growth and demand are driven by their attention to not only language preferences among their customers but also the fact that there are cultural nuances to language. They did extensive research to learn about their ethnically and culturally diverse customers’ needs and tailor their products and services accordingly such as targeted disease prevention and management programs.  They also have onboard bilingual Spanish nurses apart from their Spanish call centre, who consult and support customers on chronic conditions. Since they are native Spanish, they are better able to build a rapport with customers and help address the issue of racial and ethnic disparities in health care.  Aetna also focuses on culturally relevant advertising in Spanish and Mandarin Chinese.

Aetna put in motion a number of other initiatives to provide Multilingual Customer Support including multilingual online tools on their website and bilingual assistance during open enrollment sessions.

The global economy exposes all businesses to a diverse range of customers from different parts of the world, so it is only fair we equip our customer support with the right multilingual customer support agents. However, finding and maintaining such staffs with all these language skills can be challenging. But there are several reputable multilingual outsourcing solutions available that can help you out at a fraction of the investment. With the help of multilingual customer support outsourcing solution, a business wouldn’t need their multilingual call centre agents to be present 24*7.

At LiveSalesman, a leading customer support outsourcing solutions provider, we offer multilingual call centre outsourcing solutions in over 30 European and Asian languages including French call centre, Spanish call Centre, German call centre, Portuguese call centre and Chinese call centre.



Publish Date: May 20, 2019 5:00 AM

How to win back those upset customers

No matter how wonderful your products or services, some of your customers are likely to face problems. That’s just an unavoidable truth of every business but you can surely find great ways to not lose customers. All you need is a little extra effort from your customer service department to win them back in absolutely no time.

Why Winning Customers Back Matters?

Let us just accept the fact you just cannot please everyone, no matter how much and hard you try! It is okay not to be the right business for some consumers. However, this does not mean that you can take customers and their grievances for granted. After all, customer satisfaction and customer retention are the two biggest guiding principles for success in any industry. You must always remember that you cannot attain sustainable growth if your organization commits the grave mistake of losing customers every now and then, irrespective of how many conversions, leads, sales, and profits you make.

The following tips will help you win back unhappy customers:

Exercise Empathy

A big majority of support teams commit the mistake of jumping to solutions and conclusions as quickly as possible. However, it is not the most effective way of dealing with angry customers though this may be the quickest way. This is simply because rushing through the grievances of customers could mean customer support teams may not be able to provide the kind of empathy that is expected by the customers. It is for these and many reasons that more and more organizations are now realizing the significance of professional call centre outsourcing services that you can easily avail from reputed providers of customer service outsourcing solutions. However, it is important for you to choose only a successful provider of customer support outsourcing solutions so that you can always be assured of the complete peace of mind. By choosing these customer service outsourcing solutions, your business can win back upset customers in absolutely no time.

The biggest advantage of these professional call centre outsourcing services is that experienced professionals with a bent for proactive listening and trying to fully understand the point of view of the customers before they come up with a reasonable solution. In other words, the solutions offered by professional providers of customer service outsourcing solutions emphasize on helping meet the needs and expectations of customers and making them a priority instead of just offering the right answer.

Don’t think twice before apologizing for your mistakes

If a mistake has been committed by any member of your business’s customer support department or the business, you should simply accept it instead of being unnecessarily defensive and argumentative. You should not engage in passing the buck to other team members or departments. Remember, the customer is dealing with your business and the collective responsibility of your teams of customer support outsourcing solutions is all yours.

Be Proactive

You must follow a proactive approach after a customer has registered a complaint or issue with your customer support teams. There is always a possibility that the issue of a customer may not be fully resolved during or after an interaction. Instead of waiting for them to reach out again, you should be proactive to call them and inquire if the problem has been completely resolved.

Customers Are People

During each and every interaction with customers, you have to remember that your customers are human beings and real people. This may sound obvious but does your customer service outsourcing team really see a complaint or negative review as a problem to be resolved instead of a real person to be helped?

The right mindset of your call centre outsourcing teams will help your business offer the most amazing buying experiences to your customers. There may be occasions when customers are overstating facts or not able to understand the solution you are offering or simply too rigid to even listen to you but this may be because they are having a bad day. A polite interaction to first calm them down can easily do the trick for you.

Understand your customer and their problems

It is important for your customer support teams or the customer support outsourcing solution providers acting on your behalf to understand the real problem, requirements, and expectations of the customers. For this, you just have to pay attention to the pitch and tone of the language or voice of the customers if they are upset with something. By listening or reading carefully, you can get the subtle hints of what they exactly want and how you can handle their grievances in the best possible ways. It is equally important that your offered solutions should be easy as well as convenient for the customers. You just cannot expect them to jump through hoops.

Take Care of the Issue immediately

For customers, you should be acting as soon as you can if you are really serious about helping them solve their problems. And, you should be doing it as that will assure your customers that they are your main priority. Remember, allowing problems to drag on and on can only make the matters worse for your business. Not only this, you should ensure that the same problem is not repeated because of some glitch at your end.

By following these easy tips, you can surely win back an upset customer.

At LiveSalesman, we have over 18 years of experience in offering customer support outsourcing solutions for customer support and customer retention. Talk to us today to see how we can help you get to bring back those lost customers and prevent the business loss.



Publish Date: April 29, 2019 5:00 AM

Why Multilingual Call Centres are an Imperative for Hospitality Industry

If there’s one industry where how you treat customers matters the most, it is the Hospitality sector. The service and experience you offer not only determines if the customer is going to stay loyal to your brand but also your brand reputation on social media and countless review sites.

Given the influx of guests from various different cultural and geographical backgrounds, the prerequisite for hotels is to offer a multilingual customer support solution.

But why exactly is this important? Why can’t you hotels just use a translator instead of a multilingual call centre for multilingual customer support? How does it make customers’ life easier? Let’s find out! 

1. Guests prefer to be attended  to in their native language 

80% of customers want to be served in their own language. And 72% of customers are more likely to make a purchase when the information is available and presented to them in their native language. So, installing a multilingual call centre gives customers from different nationalities a comfort factor when engaging with your hotel. It’s easier for them to submit queries, ask questions, interact about available dates, enquire other hospitality services, etc. when the hotel provides multilingual customer support.

Moreover, when you have multilingual customer support in place, it becomes easier to understand different guest needs and expectations clearly.

2. Staying sensitive to various cultures

One thing about customer service in the hospitality sector is that you really need to make sure every interaction is warm and pleasant. And without the expertise of multilingual call centre agents, it becomes quite hard to factor in the various cultural sensitivities while engaging with customers. Machine translations don’t account for cultural sensitivities like multilingual call centre agents can.

Not respecting or acting in accordance with these different practices could easily result in the customer getting frustrated and developing a feeling that your hotel doesn’t care about his/her experience. Multilingual customer support helps hotels craft an environment where guests feel at home away from home.

3. Being available for the customer 24*7

If you’re offering customer support in just one language, instead of Multilingual call centre then chances are that your call centre is functioning only during specific hours in a day (based on the country where you are offering support). But, that’s something which puts customers off. In this day and age, customers want you to be available 24*7. There are no two ways about it.

Having a multilingual call centre ensures that you are able to support customers from different time zones, whenever they need to get in touch with you. Your existing call centre agents needn’t stay up and work long hours. Rather you’d have dedicated multilingual customer support agents from different countries working defined shifts.

4. Understanding the context behind guest issues is much easier

In comparison to other industries, the hospitality sector is all about the experience. When the customer is interacting with your support staff about an issue, every minute detail matters. But when you don’t have multilingual call centre agents, the chances of something getting lost in translation are quite high.

On the other hand, a multilingual customer support solution that offers well-trained multilingual call centre agents who are able to piece all the information together in the right way, understand expectations better and accordingly offer quick and effective solutions. Has the guest faced a similar issue before? Or is the first time? Was it resolved last time and is it a recurring issue? A multilingual customer support agent will be able to derive context around issues a lot faster!

5. Increase in the number of bookings

The biggest advantage of multilingual customer support in the hospitality space is more bookings. Many people start the search for a service in the hospitality sector with an online search.  These potential customers can be from any part of the world and it is not necessary that they know English or are comfortable speaking in English. Before they make a reservation, they may have some questions and they may call hotel reservations to seek answers to them. How the call is answered determines the impression the potential guest forms towards a hotel and influences their decision to make a reservation with a hotel or not. Naturally, when they speak with someone who is able to communicate with them in their own language, they are able to explain their requirements a lot better and the experience is much better. A hotel whose customer service is entrusted a reputable multilingual call centre is likely to win more guests than its competitors. That’s because a multilingual centre caters to the needs of guests that speak English as their first and second language as well as non-English speakers.

And it’s not merely one-time bookings. When you start offering Multilingual customer support, guests start trusting you more and there’s a chance to build a strong, long-term relationship with your brand.

In fact, according to a 2014 study by ICMI, 58,4% of customers said support in their native language increased their loyalty to the brand.

Multilingual customer support also gets more guests to notice your brand. Based on the International Customer Management Institute’s research, 70% of the customers gave positive feedbacks to firms offering Multilingual Customer Services. Now, imagine what happens when your guests start sharing feedback on third-party booking sites!

There’s no dearth of competition in the hospitality space. A few bad customer reviews on third-party sites can have a sizeable negative impact on your brand image. Which is why it’s important to delight every customer, and consistently exceed changing customer expectations. Investing in a multilingual call centre solution presents a foolproof way to go about doing this - no matter who the customer is, where they are coming from, and what their specific expectations are, you can serve them in their own language and make them more comfortable.

Having said this, it is understandable that not all hotels, especially the small ones, can afford to hire multilingual customer support agents in-house. That is also because most of the time the volume of customer support interaction in each language is not enough to keep that language agent engaged at all times and that’s why the cost per call is prohibitively high. A cost-effective solution is to find an outsourced multilingual call centre. At LiveSalesman, we offer specialised multilingual call centre solutions for the hospitality sector including 24×7 multilingual reservations call centre and multilingual live chat help. Whether you are looking for a French Call Centre, German Call Centre, Arabic Call Centre, Chinese Call Centre, Spanish call Centre or Italian Call Centre, we offer support in over 30 European and Asian languages.


Publish Date: April 22, 2019 5:00 AM

The actual cost of a Missed Call to a Business

The cost of missed calls is immense, whether you are a small local shop or a fortune 500 company with a global presence. A huge chunk of this bad customer service stems out of companies missing customer calls, not following up on time, and behaving in a negligent way towards the customer. When you don’t answer customers’ phone promptly, it obviously upsets them, undermining their confidence in your business and convincing them that you don’t value them as a customer.

As a business, you know that is not the case so why is it that you still end up missing calls? The most probable reason is that you don’t have sufficient customer service agents to answer calls. If the same set of customer service agents are managing other customer contact channels such as emails and chats, it could be that they get occupied or overwhelmed handling those and may miss calls. If you have adequate call centre agents given the total volume of interactions but are still missing calls, analyse to see if you experience a surge in volume during certain hours where you need extra customer service agents. The other issue could be that you are missing calls outside your business hours where you don’t have an in-house call centre agents or a call centre outsourcing company to accept those.

Why are missed calls a big deal?

Missing out on a few customer calls might not seem like the worst thing to happen to your business. But the actual repercussions are huge.

Given that around 80% of all business communications take place over the phone, this channel is highly critical to maintaining customer relationships. An assumption that they might email or contact you through social media is faulty. In fact, roughly 85% of people whose calls aren’t answered will not call back. Imagine the loss of business in dollar value if even 20% of them were potential customers ready to place an order.  And here’s the worst part: More than 60% of the unhappy clients will take their business elsewhere. Therefore, owing to basic negligence and inefficiency at your call centre, you end up strengthening your competitors. The first impressions are always the best ones. And so, if your call centre agents aren’t picking up the calls, you not only piss the customer off but also tend to lose his/her business. The stats above should be a wake up for any business that feels it is not important to prioritise answering calls.

What more, the damage caused by missed calls is not only limited to the lost sale but also ruins your reputation as a brand. An upset customer is likely to tell the world about the bad customer experience, spread the word on social media and do what he can to show your business in a negative light. If a happy customer tells 10 of its friends about good customer experience, an unhappy is bound to tell 30! Are you willing to take that risk?

What is the solution then?

Is call forwarding a solution? Perhaps not. While it may work if it is a temporary arrangement but long term, no. You could be sleeping, out for a family dinner or driving. Do you really think you can make yourself readily available to pick up these calls and make sure that there are no background noises disrupting the professional image you want to put out for your customers?

What about voicemail? Customers call you because they are looking to speak to a live agent for a question or to share their grievances. In such a scenario a voicemail can seem cold and inhuman and can understandably make your customers upset.

So, what’s the fix? How do you ensure that your call centre doesn’t miss out on a single call, or a single customer? Let’s find out!

Engage a Call Centre Outsourcing Company 

If you’re a small team that has constantly getting customer calls, it’s best to work with a call centre outsourcing company. A Customer Service outsourcing company is equipped with well-trained agents to deal with customers 24*7. You wouldn’t have to worry about missed calls anymore because you’ve got call centre outsourcing company taking care of this department from now on.

In addition to being available for the customer all the time, you end up easing the workload on your team members. This, in turn, makes them more productive and efficient at work.

However, while selecting a call centre outsourcing company, be careful that you choose a full suit customer service outsourcing company and not just an answering service. An answering service company can only take a message and pass them on to you which is not of any help when your customer is expecting at least a basic solution to his problem. An answering service is as good as an automated message or voicemail. What you need is a customer service outsourcing company. Customer service outsourcing company agents are like an extension of your own customer service team who don’t only assist your customers with their issues but also engage them in conversation to seek out valuable feedback on what they think about your brand and pass them on to you.

LiveSalesman is a leading call centre outsourcing company. Since our foundation in  2003,  we have handled over  20 million customer interactions and executed more than 500 projects for different clients. We offer flexible customer service outsourcing solutions to suit different business needs. One of the biggest benefits with us that we can easily scale up and down with resources (be it inbound or outbound process) at a competitive price. Talk to us
 today to see how we can help you prevent missed calls cost effectively.


Publish Date: April 8, 2019 5:00 AM

Why you can’t depend on Machine Translation for Multilingual Customer Support

Machine translation is touted to be the next big thing. By automating language translation, it promises to help you save time, money, and effort involved in understanding and replying to native customers from different countries. So, if you’re a business running a multilingual call centre, you’d be crazy to not invest in it, right?

Before getting carried away by the hype, let’s take a step back and really deep dive into MT. Is it flawless? No. Does it provide accurate context-rich translations? No. MT comes with its own limitations; limitations that surprisingly overcomplicate multi-lingual customer support.

Let’s dig in!

1. It focuses too much on word-to-word translation

Machine Translation focuses primarily on word-to-word translations rather than analysing the essence and context behind a sentence, first and foremost, before translating it.

This problem mainly arises because foreign words and phrases have multiple meanings depending on the context and region where it is used. For instance, in Spanish-speaking countries, strawberry translates to fresa. When used in Mexico, however, fresa describes a young person that is acting preppy and is used in a negative way. Adding to this confusion is the fact that when a word has several meanings, MT usually picks up the most common and simplest choice, which might be starkly different from what the person wanted to convey.

MT’s word-to-word translation technique can lead to sentences sounding offensive, off-context, and at times, legally inaccurate. And in the business of multilingual customer support, this comes with severe consequences as customers expect you to get right to the bottom of a problem, and resolve it on time. One mistranslated sentence would mean that your team’s solution in fixing an issue wouldn’t be aligned with what the customer wants.

2. Translating between completely different languages isn’t easy

You wouldn’t have to fret much if you’re using MT to translate between two similar languages, say Spanish and Italian. On the other hand, if you’re translating between two languages that are completely different in terms of structure, grammar rules, etc. (say, between English and Japanese), MT isn’t going to provide accurate results.

Translating between English and Japanese is an ordeal. That is because Japanese is a context-heavy language. There is a lot of information that may otherwise be explicitly expressed in other languages that would be omitted in Japanese.

Another factor is that Japanese nouns don’t distinguish between singular and plural. Another language that is tough to translate is Arabic, owing to its vast vocabulary, and the presence of multiple synonyms of words in Arabic. And since it is written from right to left, this adds more complexity to the equation. If your business has a presence in different countries where the language rules vary starkly, opting for a Multilingual Call Centre with well-trained agents is the best way to handle customer requests.

3. Lack of Human Touch and Personalization

” 75% of customers will want to shop with businesses that offer personalized experiences by 2020. ” - Salesforce

The need to humanized and personalized multilingual customer support is only increasing. While the use of technology has become omnipresent, humans still form the heart of a brand. Customers want to interact with other people on the other side. With MT, you easily can make out if the response was translated, written, and translated back to the original language by a human or a bot. There’s warmth, empathy and care when humans converse as opposed to vanilla facts that machine translations produce. Humans hold the key, always!

Since MT can’t understand cultural contexts, it’s hard to personalize foreign language interactions.
Investing in a multilingual call centre team is the way to go about it. Specially trained service reps ensure that every customer conversation is personalized, humanized,

4. Technology that leads to more manual work

Here’s the irony in Machine Translation. Its purpose is to automate language translation and completely eschew manual translators from the process. However, due to the inaccuracies and mistranslations, you really need humans to work on these translations.

MT’s got one job. To translate. It can’t identify a typo or an error that happened during translation. Which means, despite being heavily dependent on technology, you still need to rely on humans, still pay their wages, and still invest time and effort to manage these teams that review translations.

We’re not saying that technology is a bane altogether. But in a function as crucial as multilingual customer support, leaving it all to a machine is quite careless. A multilingual call centre with specialized agents can not only get the job done for you, but do it in an effective, personalized, and truly seamless manner.

At LiveSalesman, we offer Multilingual call centre support in over 30 European and Asian languages. Our Multilingual customer support includes Spanish Call Centre Services, French Call Centre Services, Chinese Call centre services, Arabic Call Centre services and Italian Call Centre services amongst many others.


Publish Date: March 18, 2019 5:00 AM

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