When companies in the US wish to reduce costs while scaling their customer support operations, they know nearshore is one of the best options to make it happen because it combines lower rates and proximity to the US.

There are a few BPO companies that go beyond offering the necessary workforce for calls and customer support; also providing Bicultural Call Center agents.

But what does that mean? How can you consider someone bicultural in this regard? Are there any significant advantages of having a bicultural call center agent in your staff?

The following article will go over this in detail and answer some of the most frequent questions.

What a Bicultural call center agent is?

A bicultural person has a deep understanding of a culture different from the one they were born into.

A real-world example would be the people that live in Tijuana, Mexico. Given the city’s proximity to the US border and the migratory movement, many citizens have regularly been exposed to and consume American culture. 

With that said, it’s easy to understand what a bicultural call center agent is: a professional that has completely assimilated a different culture and is proficient to ensure smooth communication and client satisfaction.

At the nearshore destinations, the bicultural staff is essential since most client communications will go through them. Mexico is probably the only country where people adopt both their own and the US culture naturally. 

This cultural mix makes Mexico the best strategic option for nearshore in the region, thanks to its shared history and proximity to the US.

In Mexico, call center agents are proficient in written and spoken English. They also understand how people live, think, and do business in the United States. They might have even traveled a few times to the US or have some relatives living there.

Why should a call center agent be bicultural?

Easy! Because that way you’ll ensure good customer service. Bicultural call center agents have a complete professional command of English, an essential skill for smooth communication with your clients.

Scaling your operation to a call center with bicultural skills has excellent benefits:

Clients will trust you more

When your client has a hard time understanding the foreign customer support rep, they get frustrated. This confusion creates a negative portrayal of your company in their eyes, and their trust will drop over time.

For that reason, many US companies rolled back on their decision to have call centers in remote locations like India. The quality of service in those countries put their companies in an unflattering position since they made the customer experience worse.

These matters are put to rest in a neighboring country like Mexico since there isn’t any cultural barrier that makes communications more complex. Mexico and the United States share a rich history and a long-lasting and ongoing cultural exchange. 

By being taken care of by a bicultural staff, your clients won’t feel second-rate because you’re showing you care for them enough to offer a point of contact where they’re properly understood. You will be effectively making them the focus, as you should.

Greater troubleshooting capacity

Having great English is not enough to properly service a US client, and neither is knowing the essential criteria of enterprise customer support.

To understand what a user wants, the call center agent needs to understand their culture because it will provide the proper context to offer solutions tailored to their needs and expectations.

That’s the reason why a bicultural call center agent has greater troubleshooting capacity than a customer service rep, who does not. 

They already have the necessary tools to optimize key performance indicators like First Call Resolution (FCR), and by extension, their Net Promoter Score (NPS) since clients are more likely to leave positive feedback if they feel well attended.

Better Customer Service

Let’s say you’re talking with someone from South Asia. Even though they can understand what you’re saying, can they connect with you and make you feel more comfortable? At least, in the beginning, the cultural barrier will make things a bit more complex than necessary.

That usually happens when a customer gets on a call with an agent located on the other side of the world. Given the cultural difference, it will be harder for the agent to “break the ice” or deal with an angry or frustrated customer.

A bicultural agent, on the other hand, is in the capacity to establish trust quickly. They understand a US client’s specific preferences and desires and can make meaningful exchanges with each user, which genuinely makes a difference. Remember that your customer support team is also representative of your brand. 

In an era where everyone is communicating through screens and texting, a call should be meaningful since it requires a more significant investment of time and attention. Your clients will appreciate feeling like they’re the focus of your company, and you can achieve this by connecting on a deeper level with them.

Bicultural call center agents are essential simply because they guarantee excellent customer service and are the best option if you’re looking to save money by nearshoring. They truly make a difference in improving customer retention and keeping clients happy.

Remember that the most discerning customer won’t be satisfied with someone who just speaks their language; they’ll appreciate someone they can connect with and feel their needs are the priority.

If you want to know more about a BPO service with these quality standards and how it can help your business grow, you can fill out this form, and we’ll provide a free consultation!

When companies in the US wish to reduce costs while scaling their customer support operations, they know nearshore is one of the best options to make it happen because it combines lower rates and proximity to the US.

There are a few BPO companies that go beyond offering the necessary workforce for calls and customer support; also providing Bicultural Call Center agents.

But what does that mean? How can you consider someone bicultural in this regard? Are there any significant advantages of having a bicultural call center agent in your staff?

The following article will go over this in detail and answer some of the most frequent questions.

What a Bicultural call center agent is?

A bicultural person has a deep understanding of a culture different from the one they were born into.

A real-world example would be the people that live in Tijuana, Mexico. Given the city’s proximity to the US border and the migratory movement, many citizens have regularly been exposed to and consume American culture. 

With that said, it’s easy to understand what a bicultural call center agent is: a professional that has completely assimilated a different culture and is proficient to ensure smooth communication and client satisfaction.

At the nearshore destinations, the bicultural staff is essential since most client communications will go through them. Mexico is probably the only country where people adopt both their own and the US culture naturally. 

This cultural mix makes Mexico the best strategic option for nearshore in the region, thanks to its shared history and proximity to the US.

In Mexico, call center agents are proficient in written and spoken English. They also understand how people live, think, and do business in the United States. They might have even traveled a few times to the US or have some relatives living there.

Why should a call center agent be bicultural?

Easy! Because that way you’ll ensure good customer service. Bicultural call center agents have a complete professional command of English, an essential skill for smooth communication with your clients.

Scaling your operation to a call center with bicultural skills has excellent benefits:

Clients will trust you more

When your client has a hard time understanding the foreign customer support rep, they get frustrated. This confusion creates a negative portrayal of your company in their eyes, and their trust will drop over time.

For that reason, many US companies rolled back on their decision to have call centers in remote locations like India. The quality of service in those countries put their companies in an unflattering position since they made the customer experience worse.

These matters are put to rest in a neighboring country like Mexico since there isn’t any cultural barrier that makes communications more complex. Mexico and the United States share a rich history and a long-lasting and ongoing cultural exchange. 

By being taken care of by a bicultural staff, your clients won’t feel second-rate because you’re showing you care for them enough to offer a point of contact where they’re properly understood. You will be effectively making them the focus, as you should.

Greater troubleshooting capacity

Having great English is not enough to properly service a US client, and neither is knowing the essential criteria of enterprise customer support.

To understand what a user wants, the call center agent needs to understand their culture because it will provide the proper context to offer solutions tailored to their needs and expectations.

That’s the reason why a bicultural call center agent has greater troubleshooting capacity than a customer service rep, who does not. 

They already have the necessary tools to optimize key performance indicators like First Call Resolution (FCR), and by extension, their Net Promoter Score (NPS) since clients are more likely to leave positive feedback if they feel well attended.

Better Customer Service

Let’s say you’re talking with someone from South Asia. Even though they can understand what you’re saying, can they connect with you and make you feel more comfortable? At least, in the beginning, the cultural barrier will make things a bit more complex than necessary.

That usually happens when a customer gets on a call with an agent located on the other side of the world. Given the cultural difference, it will be harder for the agent to “break the ice” or deal with an angry or frustrated customer.

A bicultural agent, on the other hand, is in the capacity to establish trust quickly. They understand a US client’s specific preferences and desires and can make meaningful exchanges with each user, which genuinely makes a difference. Remember that your customer support team is also representative of your brand. 

In an era where everyone is communicating through screens and texting, a call should be meaningful since it requires a more significant investment of time and attention. Your clients will appreciate feeling like they’re the focus of your company, and you can achieve this by connecting on a deeper level with them.

Bicultural call center agents are essential simply because they guarantee excellent customer service and are the best option if you’re looking to save money by nearshoring. They truly make a difference in improving customer retention and keeping clients happy.

Remember that the most discerning customer won’t be satisfied with someone who just speaks their language; they’ll appreciate someone they can connect with and feel their needs are the priority.

If you want to know more about a BPO service with these quality standards and how it can help your business grow, you can fill out this form, and we’ll provide a free consultation!