Press 1 for English, Press 2 for Spanish

According to a recent article in the SSA Globe titled Americans Losing Patience with Customer Service,

• More than a fifth of all callers hang up on customer service reps before their problem can be resolved.
• Callers also tended to rate services from offshore call centers lower than those in the US.
• Poor communication skills played a big part in problem solving with only 45% as compared to 88% that spoke clearly.

How does your call center stack up to these numbers and issues? Here at PhoneSmart, we have bilingual reps available to take calls during all of our business hours. In some larger Spanish speaking markets, our phone lines give an option right away for Spanish speaking option. Several of our bilingual reps learned English as a second language (or third, or fourth). But these reps are also some of our very best sales people, scoring the highest percentages in reservations month after month.

Think twice about sending your call center business oversees. It may seem to save money in the long run but how many customers are not being helped effectively? We have plenty of manpower (and womanpower) to run cost effective call centers in the United States.

Written by Natalie Thomas, TQAS executive and business blog writer.

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