Thought Leadership

The Importance of Interpretation Services in Your Contact Center

Interpretation Services

There are several reasons why your contact center needs high-quality interpretation services. For one, multilingual support removes language barriers with your customers. Making it easier for them to purchase from you and for you to retain them as customers. By partnering with a provider who offers extensive interpretation services, your contact center can also help reduce overhead and costs. Interpretation services ultimately improve customer satisfaction for all your clients, which builds customer loyalty in the long term. On the operational side of business, you will enhance important metrics like reducing Average Handle Time.

What Sets DATAMARK Apart?

Quite simply, our superior interpretation services. The United States is more linguistically diverse than ever before. Call center agents responsible for providing customer service on an organization’s behalf must be able to overcome language barriers. This is key to delivering a positive customer service experience when serving multicultural customers.

When language barriers arise, interpretation services for call centers provide a fast and easy solution for serving the needs of linguistically diverse customers. Many call center services offer limited language options, due to limited to secondary languages in the services area. DATAMARK call centers provide agents fluent in multiple languages including Portuguese, Creole, Russian, and French.

Our agents are often handling sensitive calls concerning healthcare and finances. Being able to conduct these calls in the customers’ native language is imperative to ensure a successful experience.

4 Benefits of Interpretation Services for Call Centers

Call Times: Average handle time is an essential metric from the customer’s perspective because it relates to their most valued commodity. According to a study by Forrester, 73% of adults believe that the most important thing a company can do is value their time. As a Key Performance Indicator for call centers, it represents the average contract length for a customer on a call. Due to communication barriers, calls from non-English speaking customers can adversely impact the contact center’s average handle time. Interpretation services can eliminate this by helping you quickly overcome those barriers. Partnering with DATAMARK, committed to using qualified, well-trained interpreters, can minimize misunderstandings, decrease average handle time, and help reduce callbacks.

Increase Customer Satisfaction: Estimates show that $62 billion is lost by U.S. businesses each year following poor customer experiences. A report by the Common Sense Advisory (cited by the Harvard Business Review) concluded that 72.4% of consumers would be more likely to buy a product with information in their language. Call centers connecting non-English speaking customers to professional interpreters benefit from more satisfied customers. In return, they are more likely to purchase and retain customers. When improving your customer experience, satisfaction, and ultimately customer retention, you will want to partner with a company that offers a professional interpretation service. They will provide support in multiple languages and have interpreters on staff with industry knowledge in numerous fields and disciplines. This will help improve the customer experience, as this additional knowledge can help resolve customer issues faster, helping to reduce customer churn.

Reduced Call Center Costs: U.S. companies estimate losing more than $62 billion annually due to poor customer service. Utilizing interpretation services for call centers to support multicultural customers is an excellent way to ensure that a business is structured for success. While hiring call center agents that speak English and Spanish, it is also essential that lesser-spoken languages have representation.  

Builds Trust with Your Customers: When you offer customers support in their native languages, they are more likely to return. Another report cited by the Harvard Business Review found that 56.2% of consumers said that the ability to obtain information in their own language is more important than price. Expanding your language support in multiple languages can empower your agents to improve loyalty with all customers regardless of their language. Interpretation services are crucial to instilling trust in your audience.

Additional Benefits

And the benefits don’t end there. The ability to offer interpretation services also ensures:

Connecting through Interpretation Services

Companies whose primary concern is providing quality customer experiences should invest in language services to provide exceptional service to every caller, regardless of their language. Every caller should walk away feeling as though they fully understood the informational exchange. You can create a positive experience for all non-English speaking callers by partnering with DATAMARK to gain access to invaluable interpretation services.

Successful organizations recognize that the face of our nation is changing and that we are entering a period of unprecedented diversity. As of the end of 2020, 64 million U.S. residents speak a language other than English at home. That number will rapidly grow as ethnic majorities will become the majority in the U.S. by the year 2045.

The bottom line? Interpretation services allow people to communicate quickly and conveniently across language barriers. As the business has become increasingly globalized, the ability to pick up the phone and speak with an agent who is fluent in a customer’s native language proves to be an invaluable resource. Whether you are, a healthcare facility, a financial firm, or a government agency, multilingual contact centers provide the resources an organization needs to connect with customers and clients on a global scale.

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