Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Three Reasons Multilingual Support Can Boost Your Business - Voiance - Blog

Three Reasons Multilingual Support Can Boost Your Business

Choosing the languages, hiring bilingual agents (along with staff to train and support them), and additional costs – it can all make multilingual support seem daunting. How can you justify investing in multilingual support? Many customer service managers take a look at these challenges and conclude that maybe multilingual support is more trouble than it’s worth.

Unfortunately, those who do will miss an opportunity to gain new customers and make those they already have happier and more loyal. And the challenges of providing this kind of support may even be easier than you think. Here are three reasons you should consider adding multilingual support to your organization.

  1. US Non-English Speakers – Part of a Large and Growing Market

Many companies have begun actively targeting the non-English speaking market, and for good reason. The United States Census Bureau projects that by 2060, 19% of the total population will be foreign-born. The buying power of the US Asian-American market alone was $770 billion in 2014, and is expected to reach , 86% of customer service leaders reported serving customers who were not native English speakers. The same survey found that 69% of customer service leaders expect their non-English speaking customer base to increase over the next three years.

Bottom line: The multilingual market is continuing to grow rapidly, and those that invest in increasing their share in this market will reap the benefits.

  1. Multilingual Support – A Competitive Differentiator

Given the rapid growth of the Limited-English Proficient (LEP) population in the US, you might think businesses would be prioritizing language services as a way to reach the multilingual market. Surprisingly though, while 65% of companies surveyed by ICMI offered formal support in Spanish, 49% were not offering support in any other languages. This is despite the fact that other portions of the multilingual market are expanding rapidly. For example, Asian immigration is up about 68% since 2007. That means a significant number of organizations are failing to invest in the development of a customer base in the rapidly expanding sections of the multilingual market.

Those that are making this investment are reaping the benefits. More than half of customer service leaders said it is a competitive differentiator with the LEP population. The multilingual market will have a major impact on your business, so prioritizing the development of a loyal and satisfied customer base within the multilingual market will be key for success.

58% of customer service leaders saw a relationship between offering service in other languages and an increase in customer loyalty. The satisfaction level of non-English-speaking customers also increased when language services were offered, according to 72% of customer service leaders leaders.

  1. Language Services – More Efficient Than You May Realize

Many organizations are often concerned with the costs of providing language services. Many struggle to implement multilingual support, sometimes because of the assumption that they must staff their own interpreters or bilingual agents. Here are some common challenges that are faced:

  • 82% of customer service leaders reported that their largest issue was not having enough call volume to warrant internally staffing bilingual staff
  • 32% said they lacked the budget for additional languages
  • 21% were unable to hire agents to speak the languages.

For those with low multilingual call volume, internally staffed language services may be cost prohibitive. Fortunately, there is a more efficient means of providing support.

Third party phone interpretation vendors give businesses with lower multilingual call volume a way to offer language services. There are vendors that charge per minute used, making it affordable to provide multilingual customer support. The efficiency of this model allows investment in the important multilingual market, while minimizing the cost to your business.

The multilingual market is going to continue to grow in the coming years. With the opportunity to efficiently grow your business in such a powerful market, you cannot afford to miss out. If you are not currently offering language services, what has been your biggest obstacle to doing so? If you are offering multilingual support, share your stories of how it has helped your business!


Publish Date: March 2, 2016 5:00 AM

2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from Voiance

Recent Blog Posts:
4 Myths About Your Phone Interpretation ServiceNovember 2, 2016 5:00 AM
How Phone Interpretation Impacts Average Handle TimeOctober 12, 2016 5:00 AM
How Phone Interpretation Impacts Contact Center Metrics (Pt.1)June 16, 2016 5:00 AM
3 Tips for an Effective Telephonic Interpreting Service RFPMay 18, 2016 5:00 AM
8 Paths to Better Phone Interpretation (Part 2)May 4, 2016 5:00 AM
8 Paths to Better Phone Interpretation (Part 1)April 20, 2016 5:00 AM
Blue Goldfish: Improving Customer Experience by Leveraging Technology, Data and Analytics – Part IIApril 13, 2016 5:00 AM
Blue Goldfish: Improving Customer Experience by Leveraging Technology, Data and Analytics – Part IApril 6, 2016 5:00 AM
The One Need Customers Aren’t Telling You AboutMarch 15, 2016 5:00 AM
Five Key Principles to Prevent Data TheftMarch 7, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =