A DIME A DOZEN-How to Choose a Bilingual Inbound Customer Service Call Center Outsourcer!

A DIME A DOZEN-How to Choose a Bilingual Inbound Customer Service Call Center Outsourcer!

Inbound customer service outsourcing call centers are so plentiful, they seem as though they are a dime a dozen. Many countries have inbound call centers that will help you with the outsourcing of your customer service support, email support, web chat support as well as back office services.

What makes inbound customer service outsourcing support different from one country to the other and one outsourcing call center to another outsource call center?

When deciding on a location for outsourcing your bilingual inbound customer service and support, consider the following:

  • Country
  • Cultural affinity
  • Cost
  • Size of outsource call center
  • Management

Choosing a country when outsourcing inbound customer service that is in close proximity to your target market helps increase face to face interaction between your team and the outsource provider. Shorter flights are not only more cost effective, but are less draining on your employees. The similar time zone is also a major benefit to increasing communication between your company and the outsource call center provider. Email response is faster and a quick phone call, even multiple times a day, is easily managed.

Cultural affinity plays a major role when selecting an inbound phone support outsourcer for customer service calls. When outsourcing to nearshore outsourcing call centers, the agents working in those centers are familiar with their nearshore neighbors and most likely have family and friends that live in the U.S. and Canada. They are also highly influenced by North American TV, music as well as other media. This influence greatly increases bonding on customer service phone calls.

Cost control does not have to mean a reduction in customer service. Spending the time to find the right outsource call center provider helps control costs, while looking for ways to increase your customer service experience. Inbound customer service outsource call centers located Nearshore (close to the U.S.) offer a significant savings to their U.S. and Canadian outsource providers. More so, they also offer bilingual services, such as Spanish, usually at no additional expense. Nearshore inbound customer support outsourcing can also be cost controlled by a mix of other services such as email response and web chat response. These services are usually offered in both English and Spanish. Other languages are also available.

Who says size doesn’t matter? 🙂  A key to finding the right inbound outsource call center partner is deciding on the size of the company you want to work with. There are multiple call center sites in different nearshore locations offering phone support, email response, web chat support and BPO services. Many have well over 1000 seats per center. There is also the smaller, more nimble call centers that run from 100 to 500 seats. For medium to smaller companies, these size centers have the ability to offer a more personalized customer service experience while still being large enough to be technologically advanced and current in the latest outsourcing technology and processes.

Management is a key element in the outsourcing process. It’s very important that management’s style from both the customer and the outsource provider share the same vision and common beliefs when it comes to providing customer service support. Having a clear understanding of the targets needing to be achieved is a given. A good outsource management team will also find creative solutions and find ways to help reduce overall cost to benefit ratios. Better yet a good outsource provider will have a team learn the business and help suggest ways to increase revenue while maintaining costs to net a higher revenue to cost benefit.

GuateCall has built a reputation of delivering high end bilingual English and Spanish call center and BPO services from Guatemala, Central America. The Multi channel services offered include but are not limited to phone, email, online chat and social media response. GuateCall offers its services to companies in the United States, Canada as well as throughout Latin America in countries such as Mexico, El Salvador, Honduras and a host of other Central and South American Countries. The key to GuateCall’s success is its ability to become an extension of the brand it represents and instilling a can do attitude within the culture of the company. This helps build a great customer experience for both the end consumer as well as the outsourcing client.

GuateCall is located just a short 3 hour flight from Multiple destinations in the United States, such as Miami, Houston, Dallas, Los Angeles, Newark and Atlanta. This major convenience allows for more face to face contact opportunities with our clients.  With its beautiful scenery and friendly people, Guatemala is an ideal destination to mix both business and pleasure.

Another great benefit to the bilingual Guatemalan call center agent is their accent neutrality. It’s a given that we employ agents that are easily understood in English, but did you know that Guatemala is famous for its accent neutral Spanish? No wonder Guatemala has become a hot spot for learning Spanish by so many tourists. Our bilingual agents can help your business tap the $1.2 trillion U.S. Hispanic consumer market by being able to communicate with your clients not only with an easily understood Spanish accent but with a cultural connection as well.

Guatemala is a major player in the inbound customer service contact center outsourcing space and provides contact center support to many of the top Fortune 500 and 100 companies in the U.S.  This leads to a tremendous pool of qualified, well versed employees in all ranges of work from inbound customer service, click to chat services as well as email response and all types of back office work.  Needless to say, at GuateCall, we target the top 20 percent of the contact center workforce in Guatemala. This gives us access to a well versed, highly tenured and skilled staff. Since GuateCall is not a public company, as most of the call centers in Guatemala are, we have the ability to cut a lot of the fat from our competitors prices and offer the highest standards at a fair price.

Isn’t it about time you learned more?

This article was written by Perry Silber, COO of GuateCall. GuateCall is a Near-shore contact center provider of multi-channel bilingual English and Spanish services located In Guatemala, Central America. Whether through voice or chat, we can provide superior services to your organization. If you would like to learn more about GuateCall and Call Center services in Latin America, please reach out to me at 713-474-2222 or by e-mail perry@guatecall.com.

 

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