When contemplating answering services for your United States-based business, you should also consider the question ‘Is a Spanish-language answering service the right move for my company?’ No matter which industry you’re in, chances are you’re working with a Hispanic and/or Spanish-speaking community. With many in this group preferring to do business in Spanish – or at least have the option of doing business in Spanish – it makes sense to search for a bilingual answering service. When your incoming callers can be greeted and helped in the language they can communicate most comfortably in, everybody wins.
Before you decide to hire a Spanish-language answering service, you will want to do some demographic research in your target market. Depending on your geographic location, you may have between 20% and 40% of the population preferring to speak in Spanish, according to the Census Bureau. Even those who speak English may have issues with the language barrier, such as a lack of fluency with the technical language necessary to help them describe important problems like medical, legal, or repair needs. Besides Mexico, the United States is the country with the largest number of Spanish speakers in the world
How a Bilingual Answering Service Can Benefit Your Business
Working with a Spanish-language answering service can help your business in multiple ways. Here’s how:
- You can set yourself apart from the competition. If your business is ready to serve the Spanish-speaking Hispanic market and your competitor is not, guess who gets all of that business? You do! Although competitors will probably eventually catch on, you can make your bilingual services a USP that you can use in advertising and on your website.
- You can improve your customer service experience. When Spanish-speaking potential clients call in, they are hoping they will get the help that they need – and with a bilingual virtual receptionist, you can make sure that they do. After a brief introduction in English, your Spanish-speaking customer can communicate his needs in his primary language and get information that he can understand.
- You can reduce the need to hire new staff members. With a bilingual virtual receptionist, your on-site staff doesn’t have to learn a new language – or risk being replaced. Even if you have someone that speaks Spanish on staff already, that person can’t be there 24/7. But your virtual receptionist can. Your staff can concentrate on what it does best while the receptionist handles the needs of incoming Spanish-speaking callers.
- In addition to providing services in Spanish and helping incoming callers, live virtual receptionists can also answer calls 24/7, forward calls within your office or offsite, and handle the overflow. You’ll be able to increase your client base, provide excellent customer service and increase your bottom line when you work with a Spanish-speaking virtual receptionist.
The Benefits of Having Bilingual Receptionists
When you work with potential customers who are Spanish speakers, having a call center or virtual receptionists who are able to communicate in their preferred language can have an exponentially beneficial effect on your business: you can tap into new markets both in the United States and internationally. For the small cost of the answering service’s monthly fees, you are opening up services to tens of millions of people. What price can you put on that? Catering to the needs of Spanish-speaking clients in itself is a form of customer service, and can help establish your business image more tangibly than other efforts that companies may spend more on. Speaking to a person instead of a machine is almost universally preferable, and makes customers feel welcomed and comfortable. How much more comfortable will they be when they can communicate in the tongue with which they are most comfortable? Eliminate the frustrations that your customers and potential customers calling your competitors have to endure, by offering customers something that they do not.
Another advantage to bilingual phone operatives for your business is the bias towards customer retention. Give one Spanish speaker cause to be cheerful about their interaction with your bilingual answering service, and you could easily gain word of mouth referrals within that customer’s community: friends, family members, neighbors, co-workers, and more.
Say “adios” to missed calls, and “hola” to new business!