Global connection

Why Call Centers Are Getting Serious About Language Access in 2018

Global connections

In 2016, a large French call center operator bought an American remote interpretation provider for $1.5 billion. With call centers all over the world, the customer service provider’s 2016 acquisition of a language service provider (LSP) says a lot about the customer service giant’s goals and why interpreting services are so important to that industry.

Why Are Interpreters So Important to Call Centers?

First, the acquisition demonstrates the French company’s commitment to global service. To provide satisfactory service to customers no matter where they live or what language they speak, it makes sense that companies need to invest in language services. For example, CLI offers interpretation services in over 200 languages, and that means we can deftly serve American companies with global footprints. Even contact centers that only service clients here in the U.S. need to be prepared to speak any language — close to 20% of the country speaks a language other than English at home.

Second, and most importantly, it shows that the French call center operator is serious about providing the best customer experience possible. Customer service representatives shouldn’t muddle through a call with the best Spanish they can muster and customers shouldn’t have to wait to speak with the rare bilingual agent. Every customer should be served quickly and should walk away feeling confident they understand exactly what has taken place.

Language Services as a Competitive Edge

Companies that focus on providing world-class customer experiences need to invest in interpreting services in order to compete with the biggest customer service providers in the world.

Luckily, there’s no need for a business to purchase an entire language company to reap the benefits of interpreter services.

LSPs like CLI can help call centers connect to professional interpreters on demand. Providing high quality service to every customer no matter what language they speak is possible with the help of the right LSP. Any company that prides itself on customer service, no matter its size or specialty, can call CLI to gain access to comprehensive language services.

Learn About CLI

Discover how businesses can leverage their non-English speaking clients by downloading our guide to language access and international business, or click here to learn more about CLI’s on-demand remote interpreter services.