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Enhancing Customer Experience: The Strategic Advantage of Bilingual Contact Center Agents

The Growing Bilingual Demographic in the US

In the United States, the Hispanic population reached 62.1 million in 2020, accounting for 18.7% of the nation’s total population. This demographic shift underscores the importance of bilingual customer service in catering to a significant portion of the US market. Moreover, a study by Common Sense Advisory found that 74% of consumers are more likely to repurchase from a company offering after-sales support in their native language, highlighting the direct impact of language services on customer loyalty.

Customer Service Preferences

According to a survey by ICMI, 72% of customers believe that the ability to interact in their native language improves their satisfaction with customer service. Furthermore, a report by Voxy indicates that non-English speakers in the US are three times more likely to engage with a brand that offers support in their native language.

Economic Impact

Bilingual agents not only cater to a broader demographic but also contribute to the economic efficiency of contact centers. The Language Services Market research estimated the US market for outsourced language services and technology at $25.18 billion in 2019, with a significant portion dedicated to customer support. By employing bilingual agents, businesses can tap into this market more effectively, reducing the need for third-party translation services and enhancing direct customer interaction.

Ready to Elevate Your Customer Experience with Bilingual Agents?

Don't miss out on the opportunity to enhance customer satisfaction and expand your reach in the diverse US market. Our team of bilingual agents is ready to provide exceptional support in multiple languages, ensuring seamless communication and lasting customer relationships. Reach out today to explore how our bilingual services can benefit your business.


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