Executive Briefings

Call Centers in Latin America Help Hispanic Customers in U.S.

Most Americans realize that when they call a bank, electronics maker or insurance provider, there's a good chance their queries will be routed to a call center outside the U.S., perhaps in India, the Philippines or other markets filled with English speakers happy to provide customer service or tech support for relatively low wages. But what happens to the calls of the 31 million Americans who speak Spanish at home? Those who want to get help in Spanish increasingly are speaking with agents located in the hot new region for call centers: Latin America.
Source: Fortune, http://money.cnn.com

Most Americans realize that when they call a bank, electronics maker or insurance provider, there's a good chance their queries will be routed to a call center outside the U.S., perhaps in India, the Philippines or other markets filled with English speakers happy to provide customer service or tech support for relatively low wages. But what happens to the calls of the 31 million Americans who speak Spanish at home? Those who want to get help in Spanish increasingly are speaking with agents located in the hot new region for call centers: Latin America.
Source: Fortune, http://money.cnn.com