We have heard from numerous clients recently that are having difficulty staffing their Spanish call centers. They know it’s imperative that they provide support to limited-English speakers when calls come into their main business line. Yet they find themselves unable to deliver needed Spanish-language support in today’s environment.
We would like to share with you a simple-yet-customized language-support solution that has proven effective for several clients. We hope it might be useful for you, too. We refer to it as Direct Response. It delivers a state-of-the-art, in-language call-flow experience that can be seamlessly integrated into your existing customer-support model in more than 40 languages.
A customized call flow
Direct Response is designed to connect with your existing inbound-customer experience. This customized call flow allows the limited-English patient or customer to be greeted in their preferred language (we call this “in-language”) and then be paired with an interpreter before your phone even rings.
This results in a seamless in-language experience for the limited-English customer from one end of the call to the other.
Then vs. Now
If you have a bilingual call center today, your Spanish-speaking callers are likely offered an option to select Spanish-language support. Unfortunately, you may not have enough Spanish-speaking agents to field these calls at this time.
With Direct Response, when the limited-English customer calls into your general number they are welcomed with a menu of available languages. After choosing their preferred language and hearing a friendly in-language greeting, they will then be greeted by a LanguageLine interpreter in their preferred language. From there the call is automatically connected to your English-speaking agent for support. When the call arrives into your call center, the interpreter and limited-English speaking customer are on the line, ready to be immediately supported.
There is a second format of Direct Response in which the speaker has an end-to-end experience completely in Spanish. In this format, the Spanish-speaking customer accesses a toll-free number that is dedicated to his or her language. After being greeted in their preferred language, the customer is immediately connected to the appropriate LanguageLine interpreter, who then directly connects to your organization.
Benefits include unique outgoing messages
Using this solution, call centers that suddenly find themselves with limited Spanish speaking agents can leverage our global Spanish-interpreter workforce. We are here to support your team and stand ready to offer Spanish support to your Spanish speaking customers 24 hours a day, seven days a week.,
LanguageLine remains fully operational. Our interpreters are distributed worldwide in secure, work-at-home “call centers of one”; thus, our ability to service our clients’ needs has not been disrupted. Our average connect time to a Spanish interpreter is currently eight seconds, with our overall average connect time across all languages at approximately 30 seconds.
Additionally, the in-language, outgoing message with Direct Response can be customized to reflect your branding and image. This is ideal for healthcare providers that are receiving an influx of calls that require immediate language support. The in-language messaging can give specific instructions to those who are or are not experiencing serious conditions.
Even better, when the call arrives with an interpreter already on the line, the hospital does not need to specially train its staff to add an interpreter to the call.
Ultimately, this might make operations more fluid and efficient at a time when this is desperately needed.
LanguageLine is eager to support you in any way we can during this uncertain time. Please contact us if you are experiencing issues pertaining to your bilingual call center, or anything else related to linguistic or cultural challenges.