Multilingual Customer Service Outsourcing
The Importance of Multilingual Customer Service
If you’re a global business, your customers have a right to be able to access help in the same language they purchased – that’s why multilingual customer service is so important! If you buy from a website that is fully translated into French, then you should expect to be able to access assistance in the same way. Expecting customers to use another language when something goes wrong sends the wrong message for your brand. So if you’re a business that cares about your customers and wants to deliver excellence in all fields, it’s important to consider multilingual customer service as a near-essential solution.
At FM Outsource, we know that nothing can replace a native level speaker for your multilingual customer service team. That’s why we make it our job to guarantee a high skill level for all of our operators. Setting the bar lower risks a poor customer experience which could be damaging for your brand – and this is a big part of why offshoring got such a bad name in the first place! If you’re serious about providing a dedicated multilingual customer service offering, you can’t go wrong with true native speakers.
In addition to English, we can provide flexible multilingual customer service in French, German, Spanish and Polish. We're more than translators; we focus on cultural knowledge as well as linguistic competence. By actively seeking out multi-language experts, we can ensure every customer receives a high-quality experience.
Our services are available 24/7, across multiple languages, and on any channel. We provide inbound and outbound customer care teams when and where you need them, working alone or alongside your existing teams.
Up to 24/7/365 coverage, with no extra cost for unsociable hours.
Telephony, Email, Webchat, Facebook, Twitter, Instagram, SMS, Review Sites
Whilst minimum volumes apply, we can cater to most language requirements - get in touch for a full list.
Experienced Multilingual Operators
We focus on competency as well as specific qualifications in our multilingual customer service operators, and set a high proficiency requirement. Candidates are screened through our extensive Language Testing Programme, and moderated by a native speaker to ensure quality and brand understanding.Then, when your team is up and running, we implement tried-and-tested quality monitoring processes to make sure we’re hitting key quality benchmarks on an on-going basis, so you can be sure your multilingual customer service team is performing at its best.
ASOS Logo White
FREE Case Study
We’ve got an exceptional track record of creating multilingual customer service centres that customers love. If you’d like to understand what FMO can bring to your business, be sure to check out a couple of our multilingual case studies below.
The Benefits of Multilingual Customer Service
There are a wide variety of benefits when investing in multilingual customer service agents, which not only impacts your business, but also how your customers relate to your brand.
The Customer Benefits
When it comes to customer benefits, ease of access is the primary advantage! By supporting non-native English speakers with talented multilingual agents, you instantly make it less difficult to resolve queries. This has the added effect of making customers feel cared for and appreciated by the company they’re contacting. This helps build ingrained brand loyalty and promote greater customer retention!
The Business Benefits
On the business side, the most obvious benefit is the ability to say you offer support for customers wherever they come from. This shows that you're a global-thinking organisation that wants to do the best for your customer base – and can potentially set you apart from your competitors.
Are Multilingual Customer Service Agents Right for Your Business?
Multilingual customer service solutions aren’t exclusively for larger organisations – there’s a perfectly legitimate reason for retailers of all shapes and sizes to invest in a quality team. However, the specific needs might vary a bit.
For many online retailers, being worldwide is the whole point! In this instance, businesses will need to assess where their customers are coming from in order to make a case for investing in multilingual customer service. For example, if you’re an online retailer based in the UK but 40% of your sales come from Spain, you may want to differentiate yourself by having multilingual customer services in that language.
Many bricks and mortar businesses feel the pressure to provide care in multiple local languages - especially if they're based in multicultural areas. For example, a UK-based store looking for multilingual customer service support is likely to be looking for one of the main languages spoken in the UK (Welsh, Polish or Punjabi).
The FMO Difference
Our dedication to excellence helps our clients get the support they need for international expansion without finding an additional external provider. Our clients can focus on what they do best (growing their business) while we take care of engaging with their customers no matter the language.
Multilingual Support, Any Scale
At FMO, we provide multilingual support in languages where there’s enough combined volume across clients and campaigns to sustain a high level of quality. Quality and customer experience are too close to the centre of our proposition for us to not prioritise that! But that doesn’t mean we have to operate with full-time employees only – we can still work on an hourly or contract basis with some minimum volumes in place, with shared agents that can work on multiple campaigns. This gives us the flexibility to support your operation – no matter the size!
We know that our key differentiator is quality, and we protect that at all costs. Any prospective multilingual customer service candidate is screened through our extensive Language Testing Programme, and their results are moderated by a native level speaker before they are onboarded. Then, once a client’s team is up and running, we implement a robust support network, with thorough monitoring of interactions to ensure the quality of our client’s multilingual customer service is maintained to the highest standard.