In an increasingly globalized world, overcoming language barriers is essential, especially in the Business Process Outsourcing (BPO) sector, contact centers, help desk organizations, and customer care. The need to provide high-quality services and communicate effectively with clients of different nationalities highlights the importance of multilingual support. This not only enhances the customer experience but also enables companies to expand into new markets.

ICTW, operating in the BPO sector, deeply understands how multilingual support can positively influence customer satisfaction and overall service performance. Offering multilingual support represents a crucial competitive advantage, benefiting not only clients but the entire business organization. ICTW guarantees 24/7 multilingual support, allowing companies to maintain effective and continuous customer service at any time of the day.

Challenges of multilingual support

Finding qualified personnel

One of the main challenges in multilingual support in BPO is finding staff who not only speak various languages but also have adequate written proficiency. ICTW invests in the selection and training of professionals capable of meeting these needs, ensuring high-quality service.

International market demands

Many companies target an international market, making it essential to have customer service capable of satisfying a diverse audience by overcoming language and cultural barriers. This requires a team of multilingual operators, as companies often lack internal staff, especially with the average educational level in Italy, capable of handling all requests in different languages. Hiring and training qualified personnel involves high costs, pushing many companies to opt for outsourcing, leveraging the economies of scale of a specialized operator.

Overcoming language barriers

Addressing potential customers in their native language is essential to overcoming language barriers. Overcoming these barriers does not mean merely translating words but involves a deep understanding of cultural differences, crucial for success in the global market. ICTW is committed to providing support that goes beyond simple translation, understanding, and respecting diverse cultural nuances.

How 24/7 multilingual support impacts customer satisfaction

Offering multilingual customer service guarantees a competitive advantage and opens new opportunities for growth and success in today’s interconnected market.

According to various studies, multilingual support can significantly increase customer satisfaction and conversions. For example, a 2020 survey by CSA Research, involving 8,709 global consumers in 29 countries across Europe, Asia, North America, and South America, found that:

  • 76% of online shoppers prefer to buy products with information in their native language;
  • 40% will never purchase from websites in other languages;
  • 74% of consumers are more likely to repurchase if after-sales support is offered in their native language.

In the seminal ICMI/Lionbridge study, contact centers specifically reported that:

  • 79% of contact centers have customers who are not native speakers of the primary languages they serve;
  • 60% of these customers expect service in their native language;

Quality scores increase when customers receive assistance in their language, and most contact centers foresee an increase in the volume of multilingual interactions.

Additionally, research by Intercom revealed that 29% of companies reported losing customers because they do not offer multilingual support.

All these data clearly demonstrate how adopting 24/7 multilingual customer service can not only improve customer satisfaction but also significantly increase sales and brand loyalty.

Response speed

In the context of multilingual customer support, the speed of responding to customer requests is crucial. Having a team capable of handling communications in various languages can significantly increase efficiency, reducing wait times for customers and improving their overall satisfaction. This is particularly important in a global environment where customers may be in any time zone and expect immediate responses.

Problem resolution

An effective multilingual support service not only responds quickly but also effectively resolves issues. Companies that invest in training multilingual teams are better equipped to understand and solve specific customer issues, regardless of the language in which they are presented. This approach greatly enhances customer satisfaction, demonstrating a concrete commitment to problem resolution.

Customization according to time zones

Offering 24/7 assistance and adapting service hours to meet the needs of customers in specific time zones demonstrates a company’s commitment to providing high-quality customer service. This type of attention can differentiate a company from its competitors and help build a lasting relationship with a global clientele.

Empathy and trust

Understanding and speaking the customer’s language not only improves communication but also builds a relationship of trust and empathy. These are crucial factors for a positive customer experience, allowing customers to feel understood and valued, thereby increasing the likelihood of loyalty.

Implementing new languages in BPO services

In the realm of Business Process Outsourcing, it is essential to identify which languages are needed to effectively serve international customers. This process involves understanding market needs and geographic areas of interest. Moreover, it is essential to assess the demand for services in specific languages to ensure adequate coverage and a local presence in different time zones.

Training and updating staff

Once the necessary languages are identified, the next step is continuous training and updating of staff. This includes not only language learning but also understanding the cultural norms associated with each language. Like successful companies, ICTW invests in the continuous training of its employees, both to develop language skills and to stay updated on best practices in the industry.

Integration into existing processes

Integrating new languages into existing BPO processes requires careful planning and management. It is crucial that the new language capabilities integrate smoothly with existing systems and procedures. This may require adapting existing technologies, such as call management systems or customer support platforms, to support new languages. Additionally, it may be necessary to modify workflows to include multilingual support so that all operations run smoothly and efficiently, ensuring a quick and accurate response to customer needs in any language.


24/7 multilingual support is a key element to improving customer satisfaction and enabling companies to grow on a global scale. Overcoming language and cultural barriers allows for personalized and timely customer assistance, 24 hours a day, 7 days a week.

Investing in multilingual customer service is not only a necessity in today’s market but a winning strategy for long-term success. Offering fast, effective, and personalized assistance in different languages creates a superior customer experience, fostering trust and loyalty. ICTW’s commitment in this context demonstrates its dedication to building bridges between different cultures, promoting an inclusive and open work environment.