Enhancing Call Center Efficiency with Over-the-Phone Interpreting

In today’s global marketplace, the ability to communicate effectively with a diverse customer base is not just an advantage—it’s essential. Over-the-phone interpreting (OPI) has emerged as a powerful tool in breaking down language barriers, ensuring that businesses can provide exceptional service to all customers, regardless of their native language. Let’s explore how phone interpreting can revolutionize the efficiency of both incoming and outgoing call centers.

The Power of Phone Interpreting in Call Centers

What is Over-the-Phone Interpreting?

Over-the-phone interpreting is a service that allows real-time translation of conversations between parties who speak different languages. This is facilitated by a professional interpreter who joins the phone call remotely via a conference call. OPI services are designed to be quick and easy to access, making them an ideal solution for fast-paced call center environments.

OPI and Call Center Effectiveness

Call centers are often the first point of contact between a business and its customers. The ability to communicate clearly and effectively in this setting is crucial. Here’s how phone interpreting from a professional language services company can make a difference:

• Immediate Understanding. With OPI, language barriers are removed almost instantly, allowing for immediate understanding between call center agents and customers. This leads to quicker resolutions and a more satisfying customer experience.
• Shorter Call Times. Eliminate time spent trying to find another call center agent who speaks, for example, Korean, and then keeping the customer on hold waiting for that agent to be available.
• Increased Customer Reach. By offering support in multiple languages, businesses can cater to a wider audience, expanding their customer base and opening up new markets.
• Streamlined Queues. Timely access to interpreters eliminates the need to have special queues for any languages other than the most commonly requested.
• Improved Customer Satisfaction. Customers feel valued and respected when they can communicate in their preferred language. Language access leads to higher satisfaction rates and positive reviews.

Streamlining Operations for Outgoing Calls

For outgoing call centers, whether it’s for sales, surveys, or customer follow-ups, phone interpreting ensures that the message is conveyed accurately and effectively, leading to better outcomes. Here are a few benefits:

• Effective Communication. Sales pitches and survey questions are understood clearly, reducing the risk of miscommunication.
• Enhanced Efficiency. Calls are more likely to be successful on the first attempt, saving time and resources.
• Increased Conversion Rates. Clear communication can lead to higher agreement rates, whether it’s closing a sale or obtaining survey participation.

Expanding Your Reach

Press One for English. Para Español, Marque Dos.

Even if a call center has a special queue for Spanish speakers or a handful of commonly spoken languages, your organization’s increasingly diverse customer base speaks dozens, if not hundreds, of other languages.

iTi’s OPI service gives you access to interpreters in over 250 languages with response times typically under 30 seconds, with the most common languages connecting even faster.

But What Language is This?

To the untrained ear, many languages sound similar or are difficult to identify. When your customer service agent initiates an OPI call with iTi, they’ll reach an interpreter coordinator with the expertise to help select the language needed.

Implementing OPI in Your Call Center

Getting Started

Integrating telephone interpreting into your call center operations is simpler than you might think. Here are some steps to consider:

• Choose a Reliable Provider. Look for an OPI service that offers a wide range of languages and 24/7 availability. At iTi, our OPI service is available 24/7/365 in over 250 languages.
• Train Your Team. Ensure your staff knows how to access and use the interpreting services efficiently. When you partner with iTi, we provide materials and, if requested, training on how to work with professional qualified interpreters.
• Monitor and Adjust. Keep track of how remote interpreting is impacting your call center’s performance and make adjustments as needed. iTi’s custom reporting and dedicated account managers are always available to work with your organization’s evolving needs.

The Future of Call Center Interpreting

As the world becomes increasingly interconnected, the demand for effective cross-cultural communication solutions will continue to grow. Over-the-phone interpreting services are at the forefront of meeting this demand, ensuring that businesses can stay competitive and inclusive.

In conclusion, the adoption of over-the-phone interpreting in call centers is not just about overcoming language barriers—it’s about enhancing overall efficiency, expanding market reach, and improving customer satisfaction. In the ever-evolving landscape of global commerce, OPI stands out as a key enabler of seamless, effective communication.

Interpreters and Translators, Inc. is a full-service language solutions company based in Glastonbury, Connecticut. iTi is an NMSDC-certified minority owned business.