3 Basics of phone etiquette for bilingual call center agents

When entrusting your Middle Eastern customers to a bilingual call center, there’s a list of skills that your outsourced agents must possess in order to ensure that they’d be able to serve your customers according to their preferences. The ability to exhibit excellent phone etiquette should be among those qualifications, considering that Farsi-speakers are found in various nations with different cultures and communication practices.

Here are some pointers that your customer service team must keep in mind to satisfy customers while maintaining business communication practices healthy and professional.


1.     Mind the time


While it’s okay for some Farsi-speakers to welcome calls even after office hours, many still find it rude, particularly those who are based in Western countries like the US. You can even get fined if you phone people without prior notice. So when making a follow-up call regarding a customer care matter, make sure to place it during the customer’s time of convenience. And if the only available time for your agents to make a call is beyond 3:00 PM, make sure that you get the recipient’s permission before dialing.


2.     Don’t be too hasty nor too chatty


Getting straight to the point is often seen as a way of valuing the customers’ time, but to some, promptness can come off as haste. There are people to start and end conversations with pleasantries and light chats. So, don’t let your customers feel that the service is rushed by adding a few greeting lines in your typical customer service call. In some instances, however, chattiness can be deemed unnecessary and even inappropriate. Agents should therefore be extra careful with their tone during serious cases or those where the customers are very frustrated.


3.     Listen and affirm


Attentive listening is a universal skill that every customer service representative must possess, and bilingual call center agents need this even more since they’re catering to customers from different parts of the world. People should feel that they have the agent’s complete attention on the phone, so make sure that your team repeats the details that customers give to show affirmation.


Everyone in customer support must be acquainted with basic business communication practices and phone etiquette regardless of the country the customers are from or the language they use. What other practices do you observe in your call center?



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