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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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#FinHealthMatters: The Role of Language In Financial Literacy

Posted by Greg Holt on June 27, 2017

For too many, the American Dream feels like a dream deferred.

The harsh reality is that more than half of all Americans (57 percent) struggle to manage their day-to-day financial lives, according to the Center for Financial Services Innovation. That’s 138 million people who aren’t thinking about saving, investing or retirement planning because they’re just trying to get by until their next paycheck.

Just as the medical community has called attention to the importance of physical fitness in combating health problems, the CFSI is sounding the alarm about the importance of being in good financial shape. Today is FinHealthMatters Day, a day dedicated to improving financial health for everyone. That includes not just customers of traditional financial services, but those still at margins or completely outside of the system. When consumers have good financial health, they make better decisions, are more economically stable and have a greater need for long-term services like retirement planning and wealth management.

Here’s a look at what financial health really means and what financial services firms and organizations advocating financial literacy can do to foster it among consumers.

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How U.S. Businesses Are Reaching 25 Million Customers They Used to Ignore

Posted by Bob Gallagher on March 1, 2017

Why would any business ignore a multi-trillion-dollar market that is exponentially growing? If you are not communicating effectively with limited English-speaking customers, that is exactly what you are doing.

There are more than 25 million limited English proficient (LEP) consumers living in the United States today, constituting more than 8 percent of the country’s total population. This group, which cannot communicate effectively in English, is only part of the nearly 65 million individuals in the U.S. who speak a language other than English at home.

That’s right: one in five individuals living in the U.S. primarily speaks a language other than English at home. This population has nearly tripled in size since 1980, when it stood at 23.1 million. Studies also show that 80 percent of these individuals prefer to do business in their native language.

Despite its multi-trillion dollar buying power, it is entirely possible that your business is not reaching this valuable group by failing to communicate in your customers' native tongues. By providing language access services, your company can quickly go from overlooking this audience to annexing its profound economic power.

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