We have heard from numerous clients that have difficulty staffing their Spanish call centers. They know it’s imperative that they provide support to limited English speakers when calls come into their main business line. Yet, they find themselves unable to deliver needed Spanish-language support.
LanguageLine’s(R) DirectResponseSM may be the right solution for you. It delivers a state-of-the-art, in-language call-flow experience that can be seamlessly integrated into your existing customer-support model in more than 40 languages.
A Customized Call Flow
DirectResponse connects with your existing inbound-customer experience. This customized call flow allows the limited English patient or customer to be greeted in their preferred language (we call this “in-language”) and then be paired with an interpreter before your phone even rings.
This results in a seamless in-language experience for the limited English customer from one end of the call to the other.
Then Vs. Now
If you have a bilingual call center, your Spanish-speaking callers are likely offered an option to select Spanish-language support. Unfortunately, you may not have enough Spanish-speaking agents to field these calls.
With DirectResponse, when the limited English customer calls into your general number, they are welcomed with a menu of available languages. After choosing their preferred language and hearing a friendly in-language greeting, they will then be greeted by a LanguageLine interpreter in their preferred language. From there, the call is automatically connected to your English-speaking agent for support. When the call arrives into your call center, the interpreter and limited English speaking customer are on the line ready to be immediately supported.
There is a second format of DirectResponse in which the speaker has an end-to-end experience completely in Spanish. In this format, the Spanish-speaking customer accesses a toll-free number that is dedicated to his or her language. After being greeted in their preferred language, the customer is immediately connected to the appropriate LanguageLine interpreter, who then directly connects to your organization.
Benefits Include Unique Outgoing Messages
Using this solution, call centers that suddenly find themselves with limited Spanish (or other language) speaking agents can leverage our global Spanish-interpreter workforce. We are here to support your team and stand ready to offer Spanish support to your Spanish-speaking customers 24 hours a day, seven days a week.
LanguageLine remains fully operational. Our interpreters are distributed worldwide in secure, work-at-home “call centers of one.” Thus, our ability to service your clients’ needs has not been disrupted. Our average connect time to a Spanish interpreter is currently eight seconds, with our overall average connect time across all languages at approximately 30 seconds.
Additionally, the in-language, outgoing message with DirectResponse can be customized to reflect your branding and image. This is ideal for healthcare providers that are receiving an influx of calls that require immediate language support.
Even better, when the call arrives with an interpreter already on the line, the hospital does not need to specially train its staff to add an interpreter to the call.
DirectReponse makes operations more fluid and efficient at a time when it is desperately needed.
About LanguageLine
LanguageLine has been the world leader in innovative language-access solutions since 1982. The company sets the global standard for phone, video, and onsite interpreting, as well as translation of the written word. LanguageLine is trusted by more than 30,000 clients to enable communication with the limited English proficient, Deaf, and Hard of Hearing communities. LanguageLine provides the industry’s fastest and most dependable access to more than 35,000 professional linguists in 290-plus languages — 24 hours a day, seven days a week, 365 days a year. Please do not hesitate to contact us.
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