There are over 841 million English speaking people around the world, making English the second most spoken language in the world after Mandarin. This is why English is the very backbone of the BPO industry. This is the reality faced by anyone who has a role to play in this industry, whether you are a budding service provider or are looking to find employment in this industry. Pricing and language proficiency are at the top of the checklist when businesses are considering a BPO service provider.
Having a good command of the English language is essential as it is the language customers are going to communicate with. In instances when you have to explain complex concepts to callers, or when you have to investigate customer queries and analyse correspondence to find a solution, there will be no time to be paging through a dictionary. People who contact customer care centres are usually agitated and upset. Speaking to a call centre consultant who is not fluent in English can be like adding fuel to the fire.
Contacting customers who sent queries is best done via telephone correspondence instead of sending emails back and forth. This is quicker as it will help you explain things easier and faster. This saves the customer the suspense of not knowing whether or not you are going to get back to them or not.
This is one of the many reasons why many international companies opt to outsource call centre services from South African BPO providers as English is the most widely spoken language in South Africa and it is a compulsory subject in Schools.