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Home » Glossary » Multilingual agents

Multilingual agents


What are multilingual agents?

Multilingual agents are support representatives who possess fluency in a number of different languages. They are the service providers responsible for bridging the gap between a business and its customers. 

With the current trend of globalization, business firms have gone international to keep their operations running. Regardless of the different time zones, languages, and cultures, companies are now expanding their business mainly by outsourcing

With that said, there is a need for multilingual agent support to keep the demands and expectations of the customers. 

NewVoiceMedia’s “Serial Switchers” 2018 report found that poor customer service has cost companies more than $75 billion a year. Ultimately, having a multilingual agent is a strategic decision that appears to be advantageous for business success. 

What are multilingual agents?

Why are multilingual agents important in your business?

Some firms tend to rely more on AI rather than human support. However, there is no doubt multilingual customer support allows your business to expand and compete in a global market. 

Here are the top reasons why multilingual support benefits your business even more. 

Boost client satisfaction

The customer will feel trust and develop loyalty to the business if they speak the same language with multilingual agents. By providing them with a great customer support experience, the client will feel valued and satisfied.  

Research in Unbabel’s Global Multilingual CX Survey in 2021 reveals that 68% of customers are willing to stick with a certain brand with a customer service support that speaks their native language. 

Help to improve products and services 

The wider the reach of the business across the globe, the more queries need to be responded to. Multilingual agents can address the product or service issues that might arise. There is a chance the customer may be tolerant and more likely willing to be assisted in their native tongue. 

Good flow of communication

Multilingual language improves the conversion rate, especially in non-native English speaking. Customers tend to stick with the calls if the agents allow them to burst out their concerns and queries in their language.

According to a study, 70% of consumers prefer human interaction rather than bots when it comes to customer service. This is primarily because bots don’t have the ability to empathize and deeply understand the customer’s concerns. 

While multilingual chatbots can simulate human conversation, most customers get lost in translation as they navigate issues on their own. 

Compete in the global market 

It is important to note that if you want to increase your market share as a business, you need to understand your customer’s demographic profile, including their languages. 

Businesses needed to adjust to being able to communicate with their customers. With that, it will be easier to do business with them. Multilingual customer support reaches far beyond supporting an international audience, which is beneficial for your business to attract and boost sales in the market. 

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

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Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

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