Remote Telephone Interpreting for Call Centres
Call centres play a pivotal role in today’s customer-centric businesses. They serve as the front lines of customer service, support, and engagement. The ability to communicate effectively with a diverse customer base is a unique selling proposition for a national or global organization.
Remote telephone interpretation offers numerous benefits that can elevate the performance and efficiency of your operations, including:
Providing multilingual support to customers
Improved customer satisfaction and problem resolution
Market expansion
Compliance with legal requirements (e.g. Bill 96 in Quebec)
Over the Phone Interpretation (OPI) for Call Centres
Over-the-phone interpretation (OPI) is what most companies use for interpretation services. OPI allows for real-time, on-demand interpretation services without the need for an onsite (or simultaneous) interpreter. This flexibility is particularly valuable for call centres that experience high call volumes, employ agents who speak English or French as a second language, or require support in multiple languages.
By incorporating OPI into your business, you can:
Reduce Costs: OPI eliminates the need for on-site interpreters, reducing travel and logistical expenses.
Improve Response Times: OPI provides immediate access to interpreters, minimizing wait times for customers and agents.
Expand Language Access: OPI offers a wider range of language support, allowing you to cater to diverse customer demographics.
OPI is just the term that is generally used to describe this kind of interpretation. It can also be provided online or for cloud telephony tools, it doesn’t have to be provided over a landline.
Phone Interpreters Offer Multilingual Support
One of the most obvious benefits of interpretation in call centres is the ability to provide multilingual support. This is especially important when your customer demographic contains many different primary languages.
Customers will be more likely to engage with and trust your company when you communicate with them in their preferred language. Being able to break down language barriers allows you to cater to a multicultural clientele, which can increase your upsell rates and reduce call times.
Improved Customer Satisfaction With Telephone Interpretation Services
Effective communication is at the heart of customer satisfaction. When customers express their needs and concerns in their native language, it leads to a more positive experience. Removing the barrier that allows someone to communicate what they need effectively creates more opportunities for your business.
More importantly, we all know that hiccups happen. There can be technical issues, product issues or other problems that can impact the clients experience in a negative way. When this happens it’s not always a simple explanation or solution.
Having phone interpretation available allows your staff to explain the situation so the customer can understand and allows the customer to communicate their concerns effectively.
When your agents can fully understand the situation, they are able to address the problem efficiently, reduce misunderstandings and improve problem resolution rates. When your problem resolution is on point with high customer satisfaction, your customers are more likely to remain loyal, look past minor service hiccups and even recommend your business to others.
Market Expansion With Over The Phone Interpretation
Expanding to other markets isn’t always easy. There is a lot to consider when it comes to your new target markets, but some of it can be mitigated by adding interpretation. Imagine being able to reach a global market without any language barriers and being able to impact more lives. Interpretation allows you to tap into new markets and customer segments by providing support in various languages.
Compliance and Legal Requirements in Canada and Globally
Being inclusive doesn’t just grow your business - it can have significant social impacts. In fact, in some industries there are regulations that mandate providing services in multiple languages. This is to ensure that everyone who may use your customer service has equal access to support.
Bringing interpretation to your call centre will allow you to remain in compliance and maintain all legal requirements, preventing potential legal issues and penalties. Bill 96 in Quebec is a good example; if your business is based in Quebec, you must offer French as the initial contact language, which may make it more difficult for your clients who do not speak it well to get service. With over the phone interpreters, you can deal with multiple language pairs such as French to English, French to most other languages, and English to most other languages.
Hiring Phone Interpreters for Your Call Centre
With the opportunity to increase your market, customer satisfaction and compliance, adding phone interpreters to your customer service department is an easy decision. If we haven’t convinced you yet, let’s talk about a few more benefits that Language Marketplace can provide you with our interpreters. First things first, we are cost efficient. We offer competitive rates that will help you take your business to the next level. You will be surprised at how affordable OPI is.
Working with you to find the best possible fit is our top priority to ensure your budget needs are met. Secondly, our interpreters are available 24/7/365. There is no wait for an interpreter when you need them. We offer real-time assistance to ensure that your agents get what they need, and your customers are satisfied with every interaction. Finally, we are dedicated to helping you reach a wider audience and have top notch customer service with integrity and inclusivity.
We have worked with companies such as Whole Foods, Blackline Safety, Public Health Ontario, and Public Health Agency of Canada. If we could do a great job for these big brands and government organizations, think of what we can do for you.
Do you want to see how over the phone interpretation can elevate your inbound call operations?
Reach out today to get your quote!
Call 1-888-294-3032 or visit https://languagemarketplace.com/quote/ now!