As more companies become multinational and attempt to reach out and effectively communicate with people from varied cultural backgrounds, the need for call center agents who are able to speak more than one language increases. Bilingual call center agents increase the number of people that a company can speak to and take orders from, and therefore expand the organization's potential profitability.
Someone who holds a bilingual call center position will be expected to communicate with customers regarding particular customer service issues over the telephone. It is the bilingual call center agent's job to answer any questions that a customer or potential customer may have, or, failing this, to inform the customer where they can receive the information for which they are looking.
Bilingual call center agents are typically needed by virtually every industry, by they are particularly needed in the fields of finance, insurance, and retail. A typical incoming call usually requires an agent to look up information on a customer's account, make requested changes, or purchase requested products. Some call centers encourage their agents to “up sell” certain products or services while they have their customer on the phone, so good sales abilities can be a plus. Some bilingual call centers might even offer bonuses based upon how many products are sold by the agent, or by how effectively he or she deals with the customers or clients.
Several situations could require someone with a bilingual call center career to place an outgoing call. In retail, one may have to call and inform a customer if an ordered item is out of stock. There may also be instances where someone with a bilingual call center job has to call an existing customer to tell him or her of a product recall or a change in warranty, or to explain upcoming changes in the services that are provided by the company.
Education and Experience
Besides being able to fluently speak and write at least two languages, the bilingual call center agent must also possess excellent general communication and customer service skills. While there is typically no formal schooling required to secure a bilingual call center job, employers usually look favorably upon certifications that display relevant skills, such as the ability to use common office software and typing.
On the Job
Occasionally a customer may become irate because of a perceived slight, so it is also important for the bilingual call center agent to work well under pressure. Some call centers can process an extremely high volume of calls, so it is valuable if the bilingual call center agent is able to know how to help a customer get the information or products that he or she needs very quickly, without making the customer feel rushed. The ability to present pleasant phone and personal demeanor is obviously a major advantage when seeking a job in a bilingual call center.
