Still using interpreters in your contact center? There’s a better way to speak your customer’s language.

As of 2020, more than 60 million Hispanic people live in the United States, and that number is rising each year. Many Hispanics are either Spanish-speaking or have household members who speak Spanish. How does your business provide customer service to this group of customers?

If you are still using interpreters in your contact center, there may be a better way to speak your customer’s language.

Why interpreter-based support can create friction

Since Spanish is the second most common language spoken in the United States, a sizeable share of your customers may reach out in Spanish. If they are placed on hold while waiting for a bilingual agent or transferred to an over-the-phone interpreter, the experience can become slower and more expensive.

Cost aside, the customer may feel frustrated by the gap in your ability to serve their needs directly.

Benefits of bilingual agents

• Seamless service without a third-party interpreter
• Fewer transfers and less repetition
• Faster resolution and higher customer satisfaction
• Improved data security because fewer parties touch the interaction
• Support across phone, live chat, email, and other channels

Modern contact centers do not solely offer phone service. Many provide live chat, email, and social media support. Bilingual agents can provide support wherever the customer is without a language barrier slowing things down.

Centris bilingual customer support

With more than 30 years of experience, Centris specializes in bilingual customer support, technical support, live chat, and business process outsourcing. With our nearshore business model, Centris can help companies save up to 45% compared with U.S.-only staffing while improving coverage and service quality.

Reach out for more information at kudos@centrisinfo.com or contact Centris.