Multilingual Customer Service: Challenges and Opportunities
Date: Oct 10, 2018
Time: 2:00 PM ET
According to the U.S. Census Bureau, as of July 1, 2016, 57.5 million people of Hispanic origin were living in the United States. While Hispanics constitute the nation’s largest ethnic or racial minority, at 17.8% of the national’s total population, the diversity of languages spoken throughout the United states is significant: The bureau estimates that 21% of people age 5 or older speak a language other than English at home.
Reaching your customers through their preferred language is not only a customer service essential, it’s the most effective way to ensure customers understand essential information and develop trust in your brand. Sal Jimenez, Billing Supervisor at Southern California Gas Company, has served as an advocate for Hispanic customers during his 27-year career at the utility. In addition to consulting on proper translations of company information, ensuring up-to-date IVR language options, providing feedback to HR on hiring Spanish-speaking CSRs and assisting the SoCalGas communications department with outreach to Hispanic customers, Jimenez has assisted in the company’s Hispanic customer outreach strategy and helped broaden the company’s efforts to provide support in other languages.
Sal Jimenez – Billing Supervisor, Southern California Gas Company
Sal began his career at SoCalGas in 1991 as a bilingual CSR (English/Spanish). In his various management roles since then, he has focused on helping reduce call Average Handle Time (AHT), increase self service automation rates, improve operational efficiencies and increase customer satisfaction. In addition, Sal supported company efforts to improve communications and employee training in support of non-English speaking customers. Most recently from 2011-2017 he served as a Customer Experience Project Manager for SoCalGas’s AMI Project. In this capacity he served as the designated customer advocate of the project and helped to lead the creation and implementation of the project’s customer experience blueprint.