Sound Telecom

How does multilingual live answering support work?

Author: soundtele   I   Category : Answering Service, Bilingual Answering Services   I   Date : September 09, 2013

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You have customers or clients that don’t speak English and you would like to be able to provide service to them. What do you do? Communication can be difficult when callers and agents don't always speak the same language. That is where multilingual live answering support would come in quite handy.

A great answering service has both English and Spanish as part of its support offering. However, other languages are a bit harder to come by. I can’t think of very many multilingual live answering support call centers in the United States that are fully staffed 24/7 with agents that speak Cantonese, Mandarin, Russian, Farsi and Czech. There are a very few out there, but they are extremely hard to find!

That is where language interpretation services come in. Your answering service will have a contract in place with a high-quality language services provider. When your non-English speaking caller dials your service they will be placed on a brief hold while the operator conferences in a native language specialist. The operator explains to the interpreter what kind of information they need from the caller, and then they bridge a three-way conference call. The call is interpreted for the answering service agent and your message is delivered in English.

Voilà! (That is a French term for “success!” in case you didn’t know.) A basic telephone answering service call requiring interpretation can take about 4 to 5 minutes to complete. With multilingual live answering support, you are able to get messages from callers no matter what language they speak, translate them, and then get them to the right person at the right time.

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