Some sections had to be edited for layout purposes, for instance, a phrase or sentence translated could become several words longer causing the text to not fit the space provided
Mount Vernon, Ohio (PRWEB) September 28, 2009
Anyone who has called an outsourced call center understands the frustration of poor communication. According to a recent study by the CFI group, if a customer believes their calls are being handled by an outsourced call center, they are three times more likely to feel negatively about the company. Since 1994, Copper.net has provided Internet services and managed their own call center so customers can speak to someone in their native tongue.
Copper.net has taken customer service one step further recently by improving support to Spanish-speaking customers. Over the last several months, Copper.net has established a team of bilingual call center representatives and set up a Spanish tech-support line. They also now offer a Spanish version of their website, http://www.Copper.net.
Spanish-speaking customers "feel more at ease when they can talk to somebody in their language," says Luis Castillo, a bilingual representative for the call center and translator for Copper.net's marketing and web design departments. "Many of them mention that their friends have recommended our services."
The whole call center has benefited from these changes. "The language barrier was frustrating for both sides and diluted the real issues with Internet access tech support," Human Resource Manager Aaron Boggs explained. "Employees like having someone in the call center they can send Spanish calls to." The new employees Boggs hired allows the call center to take about 100 more calls per day.
Translating http://www.Copper.net to Spanish was probably the biggest challenge for Copper.net. "Some sections had to be edited for layout purposes, for instance, a phrase or sentence translated could become several words longer causing the text to not fit the space provided," explained Kurt Wendling, Web Designer for Copper.net.
Copper.net hopes to continue improving Spanish support in other ways. "We are always pursuing partnerships with many market segments including those targeting the Spanish community," said Mike Cook, V.P. of marketing.
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