The Bilingual Call Center Agent

Call center agents today are polite, informative and solution-oriented. Companies providing stellar service also know it is critical to have certified bilingual call center agents if you want to satisfy your customers, regardless of the language they speak. Call center representatives are responsible for creating a positive relationship with the customer, while simultaneously upholding the standards of the company they represent.

In today’s global economy, agents are usually required to engage in conversations in a language other than their native tongue. Each call center position may even require varying levels of language proficiency for the task at hand. How can call center managers ensure agents are equipped with the proper language skills to help customers and provide a stellar experience?
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Mistakes to Avoid When Conducting Business Globally

Moving your business abroad can open new opportunities. In our hyperconnected world, approaching new global markets is easier than it’s ever been. Still, conducting business globally isn’t without its difficulties – new languages, cultural norms and business customs, if not planned for, might get in the way of a successful international plan. Here are some of the most common mistakes that companies make when expanding across the border – read on to make sure that you don’t end up prey to these common pitfalls.

Not Hiring a Qualified Multilingual Team

It’s tempting to send your seasoned team members abroad to start a new office. They’ve proven their loyalty to the company, their work ethic and their skills. Yet just because they’re successful in your local market, doesn’t mean that they’re the perfect person for your overseas expansion.
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#AWarmerWelcome: The True Spirit of Hospitality

What’s one of the biggest worries people have when traveling? 

Hint: It stops more than 30% of travelers from embracing new and different destinations and accommodations.

Booking.com surveyed 20,500 global travelers about various travel topics, including travel ambitions, trip planning habits and biggest fears. Nearly 30% of the people surveyed agreed that one of their biggest worries while traveling was the language barrier, and that this communication worry can even stop them from booking unknown accommodations or a vacation in an exotic locale.

When asked what would remove those travel anxieties, one in five said that language skills would make the difference. If they were sure they would be able to ask questions at their hotel or order their favorite foods, aspiring travelers claimed they’d be more likely to book a new destination.
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When Miscommunication Turns Deadly: The True Story of Avianca Flight 52

What Happened?

In January 1990, Avianca Flight 52 from Bogota, Colombia, to New York City, was running out of fuel on approach to John F. Kennedy International Airport.

Due to weather conditions, the aircraft was kept in a holding pattern prior to landing, even though its fuel situation was critical. The flight crew communicated the situation to the ground crew, but according to reports, they failed to use correct terminology to describe the situation. They did not, for example, use the word “emergency.” Unfortunately, air traffic control underestimated the seriousness of the situation, and the Boeing 707 aircraft crashed into a residential area on Long Island, killing 73 of the 158 people on board.

The National Transportation Safety Board (NTSB) determined the crash occurred partly from the flight crew’s failure to properly communicate a fuel emergency.
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