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This seems like a failure at the management level to me. They should have planned ahead and had at least one or two people on the call center staff who are bilingual or multilingual.
Yeah I know I am taking a risk by transferring them to another department. But I really don't know what else to do. but there is not much I can do if the customer can't comprehend english and/or refuses to listen to what I am telling them. the supervisors HATE being called on, they always stress to us that we should find a way to solve the problem on our own.
That's some manangement team you have....LOL.
The idea of being a supervisor is for them to handle difficult situations.
But transferring them to another department doesn't help the situation at all. Do the people that you are transferring them to speak the language? If not, you are making the customer even more upset. No one has complained? I would.
Don't you have certain people who speak Spanish that you can call when this happens?
Your supervisors are PAID to handle problems that you can't handle on your own. But you need to handle it better than just transferring the customer. Speak to your supervisors and let them know that you are struggling. It is their job to help you.
no we don't have any bilingual employees. all of us speak english. what else can I do? keep talking in circles for two hours? that isn't going to help them either.
no we don't have any bilingual employees. all of us speak english. what else can I do? keep talking in circles for two hours? that isn't going to help them either.
It has been said repeatedly; go to your supervisors. Tell them you are having trouble. If they are unresponsive, I would "escalate" every call of this nature to them.
Perhaps if they started handling every bilingual call, they would hire bilingual employees.
And document every call that you send to them. Just to cover yourself, if they are as bad as you say.
I think that would be a better plan than transferring the call to someone else when it's your job to help them.
It has been said repeatedly; go to your supervisors. Tell them you are having trouble. If they are unresponsive, I would "escalate" every call of this nature to them.
Perhaps if they started handling every bilingual call, they would hire bilingual employees.
And document every call that you send to them. Just to cover yourself, if they are as bad as you say.
I think that would be a better plan than transferring the call to someone else when it's your job to help them.
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All good points. Besides aren't people in call centers graded on how long their calls are, the quicker they're off the phone the better?
If you're going round and round with someone who can't understand you and you can't understand them you're not solving anything. If they don't speak English than you can't really help them.
There must be someone there who is bilingual.
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