- In many Indian cities, callers switch between Telugu, Hindi and English, sometimes in one call.
- The agent opens in the language you set, then follows the caller.
- Hindi and Telugu numbers, dates and names are said differently.
- For languages beyond those you support, the agent should say so and offer a callback from a person who speaks it.
- Begin with the languages most of your callers use.
Why one agent can be enough
In many Indian cities, callers switch between Telugu, Hindi and English, sometimes in one call. One employee that follows the switch is simpler for customers than a menu that asks them to choose a language first.
How switching should work
The agent opens in the language you set, then follows the caller. If the caller answers in another language, it continues in that language, and confirms critical details in the language the caller used.
Where to be careful
Hindi and Telugu numbers, dates and names are said differently. Test that amounts and times are repeated correctly in each language, and check the voice on each.
Where to hand over
For languages beyond those you support, the agent should say so and offer a callback from a person who speaks it. Do not let it improvise in a language you have not tested.
Start narrow
Begin with the languages most of your callers use. Add another only after you have read enough real calls to trust the first.
