How to Meet Your Business Objectives by Serving Spanish Speaking Markets (Part 3)

Many business leaders are familiar with the belief that in the future, as Customer Experience becomes increasingly important, it will become the main differentiator between companies. It is vital to the health and growth of your company to provide the best service, and in order to do so, you must also provide the best support to the diverse groups in your customer base. Call center staff who speak their language is one part of the equation, and the other part is ensuring your agents also understand the cultural nuances and expectations of your different customers. Expectations play a large role in how a customer will rate their experience, and research from PWC’s “Future of Customer Experience” report in 2018, showed that ⁽¹⁾:

 

“One in three consumers (32%) say they will walk away from a brand they love after just one bad experience. This figure is even higher in Latin America, at 49%.” Understanding the expectations from different groups, providing expert support with agents who understand their needs and communication style and language, are all vital to creating the absolute best customer experience for a growing, underrepresented group. 

 

To avoid missing out on an opportunity to grow your business and stand apart from your competitors with Spanish speaking customers in the US, you can partner with existing BPO solutions providers in Latin America, like CGS Chile.

 

 

 

“Chile is a strategic location, a hub from which we can offer our services to the whole region and worldwide, and the local human resources have a culture of excellence,” says Pablo Rossel, Senior Vice President, Country Manager, CGS Chile. “In Chile we will continue to expand regionally while also offering world-class services abroad, being able to adopt to the specific needs of each client based on our own, certified management models.”

 

More than a simple solutions provider, at CGS we seek to become a strategic partner with our customers, freeing up their time and resources so they can focus on their core business, while leaving the outsourcing and administration of all or part of their non-central processes in our hands.

 

There are many reasons why you would consider sourcing your BPO needs with CGS Chile, including:

 

 

Over the years, CGS Chile has also been recognized for success in bringing best practices and international expertise to the Chilean market. In 2014, the Chilean contact center association (ACEC), awarded CGS the first prize for contact center services. Frost & Sullivan Named CGS the 2016 Contact Center Outsourcing Services Company of the Year in Chile.

Sence Metropolitano, a non-profit Chile government institution, recognized CGS Chile Business Process Outsourcing (BPO) services with its Omil and Empresas 2016 Awards. The Omil and Empresas 2016 Awards recognize Chile-based companies for their training and placement services.

 

CGS's global operations has also received numerous rewards for all locations, including Chile. Most recently Gartner included CGS in its 2018 annual “Market Guide for Key Customer Management BPO Service Providers” which reviews key service providers managing marketing, sales and customer service processes. In 2018 CGS was also named the bronze winner of the Stevie^® Award in the Contact Center or Customer Service Outsourcing Provider of the Year category. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. 

 

Beyond the awards CGS has received from analysts and associations, what truly matters to us is the feedback from our customers. CGS provides top-notch local services for international companies such as Telefónica/Movistar and DIRECTV as well as for Chile’s most important private hospitals. Telefónica (TEF) Chile, a leading multinational broadband and telecommunications provider, recently recognized CGS with its “Best Result in Quality Performance Call Center Award.”

 

 

Additionally, CGS global's average partnership lasts more than 6 years, with a majority of our clients returning to renew and/or expand their contracts. Part of the reason clients remain with us for so long is because of our ability to choose recruit the best people in strategic locations like Chile. It has made a significant difference in the quality of the support CGS offers in business process outsourcing. We specialize in the best processes, technology and people for core functions outside of our clients’ expertise, so they can simply focus on growing their business.

 

If your goals include creating richer and faster customer and technical support experiences, supercharging digital strategies, and mastering operational excellence for your Spanish speakers, learn more about our Multilingual Call Center & BPO services here.  

 

 

CGS is a leader in providing multilingual outsourced contact center services. Companies turn to CGS to gain the operational efficiency, talent, state-of-the-art technology and facilities, and business flexibility they need to compete and grow without sacrificing superior customer service. CGS is not just an outsourcing vendor but a true business partner with our customers. Our customer contact center solutions will fit your operational needs whether those needs require a dedicated employee IT help desk; 24x7x365 customer care call center, sales, or technical support; seasonal programs; after-hours; or overflow. CGS Contact Center Solutions gives you the best of both worlds: big company capabilities and outstanding personal service. For more information about CGS, visit us at www.cgsinc.com.

 

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