More and more businesses rely on call centers to provide assistance to their customers. A global economy means that businesses are searching for customers not only in their own country, but worldwide. That outreach has also come with the need for specific services for customers in other countries.
Purpose of Call Centers
It is a centralized office that can receive and transmit a large number of telephone calls. A call center is usually hired by the business or manufacturer of a product or line of products to take care of the calls. The reasons for the calls range from product support and information requests. In addition, it makes outgoing calls to customers for the purposes of telemarketing, product services and debt collection.
A Changing Population
A business has to cater to all of its customers in a global economy. In addition, businesses are finding that the population in their own country is becoming quite diverse. For example, in 2008 the United States had a population of 304.1 million people. Approximated 15.4% or 46.9 million were Hispanic or Latino. Another 13.4 million people or 4.4% of the population were identified as Asian. As population change, so must business. Many businesses in the United have instructions in English and in Spanish on their products as recognition of thevalence of the Hispanic community.
A Need for Bilingual Employees
The growing trend of call centers, when combined with the changing demographics, must be able to communicate to those customers who speak a language different from the primary language of it. Bilingual employees will become more critical to the success of the call centers. A customer who is German can telephone a call center that is English-speaking. Once he is identified as German-speaking, he can be transferred to a customer service representative who speaks German. This will impress the German customer and he may recommend this company to others who speak German. He will recount that he received prompt customer service in his native language. It is that word-of-mouth referrals that advertisements just can not buy.