How to Bilingual Call Center brings closer your customer

Summary: If you are a businessman or a customer who has just bought something using any e-commerce platform, you might be wondering about the role of e-commerce call center outsourcing in the entire sales cycle. If your call went to a call center French speaking, if you are a resident of France, don’t be utterly surprised with this new business practice. Brands are increasingly deploying call center bilingual and in some cases multilingual call centers to come closer to their final customers.

There are numerous instances which have been unearthed through management studies done by consulting firms on e-commerce operations where in the advantages of deploying e-commerce call center outsourcing has come to the fore. There are strong data points which indicate that if e-commerce call center outsourcing is done in close association with multilingual call centers, that is, the brand gets the added ability to interact with its final customer in more than one language, the resultant patron engagement increases many fold and the chances of getting repeat business from the same customer increases significantly. Language has always played a significant role when defining success parameters for any e-commerce brand. If your brand can speak the language of the customer, which ever part of the world you are operating in, you will find that the customer will get attracted towards the appeal of your brand.

The desire of the customer is to feel wanted by the brand he or she is engaging with. In most of the cases e-commerce brands have been found wanting to understand this critical need of the customer. They keep on offering customer care support to the patron in just one language which happens to be English. By simply putting up a call center bilingual the brand can overcome this huge gulf which exists permanently in customer support functions. A call center bilingual or if you go the extra mile of putting up multilingual call centers ensures that your customer gets a tool to overcome the language barrier which he or she is experiencing while interacting with your brand. If you just browse through the internet you will feel surprised to know that the customer can leave your brand if you are not offering them consumer engagement in their native language. Not only your customer support desk needs to know the mother tongue of the customer, they have to be well versed with the cultural nuances of the geography where the customer is located in. If they just know the language without knowing the cultural subtleties, the brand is risking a huge goof up and there are chances that even a very active customer of the brand can get irritated by this lacunae and can leave the brand for good.

Let us take the instance of call center French speaking which provides for the option so that a user can converse with the help desk in either French or English as the case and need warrants the demand. A call center French speaking offers the customer to engage with customer desk while seeking out support of any manner in a language of their choice. They can opt for English which customers generally do or they can choose French if they desire so. Normally for European customers there is a tug of war which is always going on between speaking French or the choice of speaking English. The residents of France more often than not want to engage with a consumer facing Internet Company that is boasting of call center French speaking capabilities. These are high paying customers as the general per capita income and disposable income of a normal French family is rising and cost is no longer as a critical factor for decision making while browsing through the catalogue of an E-commerce company.

French customers are often finicky and once they select a high value item from the catalogue, they immediately want to engage with the brand. They are the first ones who will pick up a phone and call up call center bilingual or in most of the cases a call center French speaking to look for more advise and information. These calls are not only meant to gather more information but also acts as a precursor for them to gauge the credibility of the brand. Once they feel satisfied upon hearing responses from the call center French speaking, they not only tend to buy high ticket size items but also would prove to be very loyal customers in the long run. The French customers do not like to engage with multiple brands while forming their buying habits. They want to have just one or two, at max three options while freezing upon the source of fulfilment of their staple needs or luxury needs.

As a brand just be prepared that these customer engagement cycles can be multiple in times and your multilingual call centers help desk representatives need to show a lot of patience and resilience. For e-commerce call center outsourcing team members if the tempers are flaring during any such conversation, the most loyal of the French customers would not take more than a minute to severe all connections with your brand and disassociate with your brand with immediate effect. The resulting impact does not stop here. French are known for spreading out positive word of mouth as well as negative word of mouth and hence they will keep talking about their experience with your brand with anyone who cares to listen and they are generally very good with application of social media platforms.