Businesses in different stages of growth, from start-ups to enterprises, can benefit from outsourcing.  A Deloitte Global Outsourcing Survey found that for 57% of executives, cost reduction is the primary driver of outsourcing. Through outsourcing, Canadian companies can save on overhead and labour costs. You’re also better able to scale your customer service efforts up or down according to your changing business needs, helping you become more flexible during seasonal demands.

Another benefit when you outsource customer service is that you can free up resources, allowing you to invest in other areas you’d like to improve like technology or product development. These, in the long run, can help improve customer satisfaction and loyalty.

When you outsource customer service with bilingual support, you’re giving your business a strategic advantage. You can streamline operations, boost efficiency, and reach a wider audience. You also benefit from the specialized expertise of professional and fully bilingual customer service representatives.

Canada is a multicultural country with a population of around 37 million. French is the first official language spoken by 22% of the population, with 84.1% of Francophones living in Quebec.

Among Canada’s more than 1 million private businesses, only 23.3% offer bilingual services in some capacity. Note that the availability of bilingual services varies across provinces and territories. In Quebec and New Brunswick, for example, approximately half of businesses offer at least one bilingual service. Meanwhile, in Western Canada, the ratio is significantly lower with only 1 in 10 businesses offering bilingual services.

Being able to communicate in French, especially for businesses in Canada’s French-speaking regions, is crucial for growth. Aside from allowing you to understand the culture and its subtleties, providing bilingual services to your clients improves accessibility and customer satisfaction. That’s because you’re encouraging them to communicate in the language that they’re most comfortable in.

Best Practices for Effective Outsourcing Solutions

Outsourcing customer service can be a scary prospect for some Canadian businesses. Logistical challenges, when not addressed, can hamper progress.

For instance, how will you know if you’re working with the right people? Vetting the right candidates is crucial to ensuring you work with competent and reliable customer service representatives. Utilizing technology like AI-driven solutions can help you find the right match.

Need more guidance on how to outsource customer service? These guidelines will help you choose and implement effective outsourcing solutions.

Set KPIs for measuring success.

Key KPIs to track include average response time and customer satisfaction rates. Using QA tools like Zendesk QA also lets you measure your outsourced team’s service quality and whether or not they meet your expectations.

Find the right customer service provider.

Asking the right questions guides you in finding the best service provider for your business and helps you assess their customer service capabilities. For example, what technologies do they use? Do they offer omnichannel support?

Check if they speak your clients’ language and understand your target audience’s cultural nuances. See if they’ve worked with businesses in the same niche or industry and assess their track record, particularly in areas like data security.

Assess their reporting and analytics capabilities.

A reliable partner provides real-time reporting and analytics. This is crucial, especially when something doesn’t go according to plan. By ensuring that your agents offer responsive support during critical periods, you’re better able to address pain points in a timely manner.

quality customer service. When you outsource customer service, you can cut costs while unlocking new growth opportunities and improving customer satisfaction. Partnering with professional service providers gives you access to reliable support without the overhead of managing an in-house team.

At On Call Centre, we understand the importance of offering bilingual customer service to your clients. Learn how our bespoke inbound call centre services can help your business grow. Contact us to learn more.