Complaint calls made by irate customers are some of the biggest fears of every contact center agent. In such critical situation, your Mandarin call center agents’ ability to maintain composure while affording excellent customer experience is put to test. A good customer support agent can find means to turn the unpleasant situation around.
China has a massive population that some businesses aim to penetrate with the help of a multilingual call center that can communicate with customers in their native tongue. Among the reasons that make the Mandarin-speaking population a lucrative market is its sheer number. So by connecting with customers using the Chinese language, businesses are able to market themselves to a large number of customers.
Call centers use metrics or key performance indicators (KPI) to monitor their operations and measure the efficiency of their employees and equipment. KPIs determine many things in a Mandarin call center, including ratings and numbers about the firm’s overall performance. Most of the time, these numerical metrics only give statistics without truly reflecting the quality of your customer service. This doesn’t mean, however, that they’re unimportant. Some KPIs are just more significant because they have a direct impact on customer satisfaction. Here are four of them:
Call centers have customer service practices and etiquettes that they generally apply to every customer. Some of those are courteousness and patience, but for those working in a Mandarin call center, there should be additional practices to be observed in order to address the demands that are unique to their customers.
It makes sense that if your business wants to connect better with your growing Chinese customer base, your call center services should be outsourced to a region with a good number of Mandarin speakers. Selecting your outsourcing destination must, however, should not only be based on the size of the population that speaks the language. Other than gathering enough Mandarin call center representatives, you also need to consider the destination’s reputation and experience in the bilingual call center outsourcing industry.
Mandarin Call Center offers bilingual customer support services, both voice and non-voice, to businesses with diverse customer bases. With our customer service and technical support solutions, you can gain a wider international reach by engaging with your Chinese customers in their preferred language.