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.