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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