Call Center Certification Surveys Industry on Non-English Speaking Consumer Strategies
August 29, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
One of the best ways to determine the effectiveness of the call center, and its potential for success, is to compare its key performance indicators against others in the industry. Call center certification provider, BenchmarkPortal (News - Alert) does just that, providing survey opportunities for organizations throughout the year to share internal processes for comparison across the board.
The latest initiative by the call center certification provider is designed to survey the industry to determine the steps contact centers are taking to service customers who prefer communications in their own language. As contact centers are increasingly serving consumers in multiple ethnic groups, offering bilingual communications is critical to the customer experience.
According to BenchmarkPortal, handling calls for those non-English speaking (or simply those who prefer to use their native tongue) is a hot topic in the industry. Immigration and globalization continue in the market overall, creating unique customer service issues and experiences. Those contact centers better equipped and prepared to handle such interactions are sure to create greater satisfaction for the customer base.
In an effort to study what is currently taking place in the industry, BenchmarkPortal has launched a short, 15-question survey, which can be found here. Those contact center leaders participating in the survey will receive a complimentary copy of the results, representing a value of $199, within 10 business days of the survey close. Participants are also encouraged to share the survey link, inviting colleagues within the industry to share their input.
The call center certification company is targeting English language contact centers based in North America for participation in the survey. As the global landscape continues to change, the provision of truly “world class” customer service demands a new focus. The enterprise will need to increasingly focus on interacting with customers in their own language and on their own terms. A failure to do so could cost a company its market position.
As call center certification is an increasingly important topic for those organizations seeking to dominate their industries, it’s likely that the organization’s approach to handling bilingual customers will come into play. And, what was once an industry focused on securing U.S.-based agents to ensure clear English-speaking agents could service the American consumer is now shifting to one that must embrace a variety of consumers and understand the elements required to deliver the optimal experience.
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Edited by Stefanie Mosca