Hire Bilingual Agents Who Answer in Both Languages on the First Call
Bilingual Agents
A Spanish-speaking customer who hears an English greeting, waits for a transfer and then repeats the whole story has already had a worse experience than an English-speaking one. Most programs support a second language that way: a small group reached by transfer, thin at the hours that matter and invisible in the reporting.
Global Empire Corporation places bilingual English and Spanish agents on one team, so either language is answered on the first call. You own the call types, the answers and the standard in each language. We own recruiting, language assessment, training, scheduling and quality review in both.
- English and Spanish handled on the first call, without a transfer
- Language ability assessed before hiring, not taken from a CV
- Quality reviewed in each language by a fluent reviewer
- Reporting split by language so the Spanish queue is visible
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
One Team, Not a Transfer
A transfer to a language line costs the caller time and costs you the call context. It also hides a staffing problem: when the Spanish queue is thin, callers wait or abandon, and a combined report never shows it.
Bilingual agents on one team remove the handoff. Every agent in the group can take the call in either language, the schedule is built from the combined call curve, and quality is reviewed in each language by someone who speaks it.
Where bilingual agents fit
The work bilingual agents are hired for
Customer service in both languages
Orders, accounts, billing and support answered in the customer's language, with the same authority and call guide in each.
Sales and enquiry lines
Inbound enquiries and follow-up calls with Spanish-speaking prospects, where a conversation in the right language changes the outcome.
Appointments and reminders
Scheduling, confirmations and reschedules for customers who prefer Spanish, where a misunderstood time becomes a missed appointment.
Chat, email and SMS
Written support in both languages, where tone and spelling are read closely and a machine translation shows.
How Hiring Bilingual Agents Works
Language quality is assessed and reviewed, never assumed.
Map the language mix
Calls and contacts by language, by hour and by call type. This decides how many bilingual seats are needed and when.
Assess language ability
Candidates are assessed in spoken and written English and Spanish against the register your customers use, not only conversational fluency.
Build the call guide in both languages
Answers, disclosures and key phrases are written in Spanish as well as English, so agents are not translating policy on the fly.
Review quality in each language
Recordings in each language are scored by a fluent reviewer, and reporting is split by language so gaps show up in the numbers.
Bilingual Quality Is Written, Not Just Spoken
Spoken fluency is the easy part to hire for. What usually breaks a bilingual program is everything around the call: a call guide that exists only in English, disclosures that agents translate differently every time, and follow-up emails and texts that read as machine-translated.
So the Spanish side of the program is built as deliberately as the English side: the key answers and required wording written in both languages, and written channels reviewed in both. The measure of a bilingual program is that a Spanish-speaking customer gets the same answer, in the same time, as an English-speaking one.
- Call guide and key answers written in both languages
- Required disclosures fixed in Spanish, not translated on the fly
- Written replies reviewed in each language before templates go live
- Answer rate and quality reported for each language separately
Related services
Build a complete support program
Frequently asked questions
Why hire bilingual agents instead of using a language line?
A language line adds a transfer, a wait and a lost context to every non-English call. Bilingual agents answer either language on the first call, so the Spanish-speaking customer gets the same experience as everyone else.
How do you check an agent's Spanish?
Candidates are assessed in spoken and written Spanish and English before they are hired, against the kind of conversation your customers have. Once live, recordings are scored by a fluent reviewer in each language.
Can bilingual agents also handle chat and email?
Yes. Written support is often where language quality is judged most closely, so templates and replies are reviewed in both languages before they are used.
What does it cost to hire bilingual agents?
It depends on the hours covered, the contact volume in each language, the channels and how complex the work is. We will not quote a rate before we see your language mix, because that mix is what decides the staffing.
Do you offer languages other than Spanish?
This page covers English and Spanish seats. For other languages, see our multilingual call center services, which describe how additional languages are scoped and staffed.
TESTIMONIALS
Our trusted clients
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.