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Linda Brown

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Does Your Call Center Really Need a Language Services Provider?

Posted by Linda Brown on July 12, 2017

Considering that one in five Americans speaks a language other than English at home, it’s inevitable that your call center will have customers who prefer to conduct calls in their own native language.

You likely already have interpreters (or at least bilingual employees) on staff to meet these needs. Perhaps you’ve also considered working with a language services provider. If you don’t already have one, you could be missing opportunities to make stronger connections with customers.

Here are just a few ways a language services provider can add value to your call center.

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Measuring the ROI of Language Services In Business

Posted by Linda Brown on June 30, 2017

Doing business in the United States no longer means doing business exclusively in English.

One in five U.S. residents speaks a language other than English at home, according to the Center for Immigration Studies. When asked about their online purchasing preferences, the majority of those surveyed in a Common Sense Advisory survey said having information available in their native language would influence their decision to buy. The impact is most significant for the insurance and financial services industries; more than 85 percent cited language as a critical factor in their decision to purchase these services.

The potential for new revenue among these populations is one of the most significant reasons why companies invest in language services. Whether your customer contact takes place in-person, over the phone, or online, language services provide an opportunity to reimagine your business by removing cultural barriers. 

Unfortunately, most companies fail to take advantage of the full range of services available to them, resulting in increased costs and missed opportunities. If your company isn’t convinced language services has an impact on your bottom line, here are three factors to consider.

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