Many business leaders are familiar with the belief that in the future, as Customer Experience becomes increasingly important, it will become the main differentiator between companies. It is vital to the health and growth of your company to provide the best service, and in order to do so, you must also provide the best support to the diverse groups in your customer base. Call center staff who speak their language is one part of the equation, and the other part is ensuring your agents also understand the cultural nuances and expectations of your different customers. Expectations play a large role in how a customer will rate their experience, and research from PWC’s “Future of Customer Experience” report in 2018, showed that:
“One in three consumers (32%) say they will walk away from a brand they love after just one bad experience. This figure is even higher in Latin America, at 49%.” Understanding the expectations from different groups, providing expert support with agents who understand their needs and communication style and language, are all vital to creating the absolute best customer experience for a growing, underrepresented group.
To avoid missing out on an opportunity to grow your business and stand apart from your competitors with Spanish speaking customers in the US, you can partner with existing BPO solutions providers in Latin America, like Prestige Call Center.