Today, a customer’s experience or CSR is fast becoming a business differentiator.
A customer’s experience is important to the overall health and growth of your insurance business and that implies serving a large and diverse group of people who use your services and turn to you for customer support.
In the US, one in five Americans speaks a language other than English. The language people speak at home to express their complex and intimate thoughts is the one they are most comfortable and proficient in.
Aside from English, Spanish is the second most common language, followed by various forms of Chinese, French, Tagalog, Vietnamese, Korean and German, which have been rated as the most spoken languages in the United States.
This makes the Spanish-speaking market one of the fastest-growing segments in the country. Also, the Spanish-speaking population has become an essential workforce to businesses, and enabling communications with the Spanish-speaking community, helps you to create better customer service and opens opportunities for potential upselling.
Customers are the most important asset that any business has, and without customers, no business can survive. From a business standpoint, speaking another person’s native language helps to bridge the gap between you and your customers; not only helping them to communicate what their needs are, but it will greatly improve the way customer feels about your business.
Communication brings people together and allows you to have an effective means of understanding their unique needs and wants. And communication is an important management function that allows you to lower your call attrition numbers because callers will be more willing to stay on hold if they know they can be connected to a Spanish-speaking agent.
Communication is the key that unlocks the door to your business.
It doesn’t matter what language we speak; no one wants to be put on hold because we want our calls to be answered in a timely manner. For this reason, it’s important for the Spanish-speaking community to be able to speak with someone in their own language. This also helps to increase your caller’s satisfaction and gives your customer a good impression of your insurance business.
Why go through the difficult process of locating, recruiting, hiring, and training in-house staff, when you can leverage the existing talent of an established Spanish-speaking call center?
There’s no need because we’re able to fulfill your needs.
The insurance business is all about supporting your customers, and by providing customer support service in Spanish you’ll be able to show your customers that you care about their business and are able to help them with their needs. In a study conducted by Intercom, 35% of the survey respondents shared that they would be willing to switch to products that are available in their native tongues, and with few companies offering bilingual customer support, your opportunity is great.
Each phone call that your business receives is valuable and if you are not able to solve the concerns or issues due to the language barrier, you may end up losing that customer. Speaking the language is only part of the experience; understanding customs, cultures, and tendencies makes a bilingual Call Center an effective tool for you to understand your client’s mindset because language shouldn’t be a barrier but a bridge that connects us together.
Para obtener más información sobre nuestros servicios de Call Center Bilingüe, Ingles y Español, contáctenos Hoy!