Multiple Languages

[jswal]

Looking for suggestions on how others handle inbound and outbound calls where they could be more than one language.
Right now on the outbound side, we have our bi-lingual reps log in as blend and the outbound reps that get connected to a spanish customer do a "Voice and Data Transfer" on our Mosaix Dialer to the blend bi-linguals. This works great most of the time, but inbound calls are another issue. There is no way to transfer an inbound call.

We don't really get enough of these calls to justify having a dedicated team and number.

Any suggestions would be appreciated.

Thanks

[Coni Perez]

Since you cannot dedicate a line for your Spanish speaking customers, an option could be that you have a message recorded (in Spanish) on your telephone menu, if this is not possible, can you pre-recorded a Spanish message on another line, the answering agent could than transfer the call to this line. Both the telephone menu and the pre-recorded message could ask for name, phone#, etc., so there can be a return call.
If you choose to do this, the key is:
"first, the answering agent advise the caller he is being transfered (have a script prepared) and
second, this customer get a return call as quickly as possible."
hope this helps, Coni

[cindy.szpanelewski]

We use a service called Language Line. This enables you to respond to multiple languages without having to staff your desk.

[thasl_55]

Along the same lines as what Coni suggested, Utilizing an IVR Solution (i.e. Press 1 for English, 2 for Spanish) will allow calls to queue to separate skills. Since you do not have enough volume for dedicated representatives, you can then multi-skill your bi-linqual reps with the English & Spanish skills so your customer's won't need to leave a message and wait for a reply.

One drawback is your rep will need to make an immediate language shift once they recognize a Spanish speaking caller, however most people who are fluent in another language usually won't have much trouble with this.

Hope this helps...

[zoinks]

Continuing on thasl comment...
You may also be able to identify the incoming call on the phoneset display (if available) through various labelling options.