RESEARCH THERAPY
Demographics in the U . S . are shifting in two notable ways that are relevant to customer service center operators .
First , the population is aging . Some 10,000 people turn 65 every day . And unlike millennials and Generation Z , baby boomers – those born between 1946 and 1964 – and older are more likely , when given the choice , to call a company rather than use a self-service option .
Second , the number of Hispanics in America continues to grow , with roughly 13 % of the U . S . population now speaking Spanish as a native language .
These statistics underscore the need for more customer service agents and for more agents who can speak Spanish in the highly regulated healthcare space .
While one solution is to hire both English – and Spanish – speaking agents , there are significant competitive advantages to recruiting agents who are fluent in writing and speaking both languages .
Healthcare plan sponsors can gain even more advantages by using an offshore customer service center in a country with a large population of bilingual agents . �
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THE POWERFUL POTENTIAL OF NEARSHORE BILINGUAL HEALTHCARE SUPPORT
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