Offer a language choice at the start
Agree on a short greeting and how to continue in the caller’s preferred language. When a transfer is needed, pass that preference to the next person. Customers should not have to repeat their situation simply because another colleague takes over.
Avoid assuming a caller’s language from their name, area code or province. The preference they express during the conversation is a better starting point for arranging follow-up.
Use language your customers understand
For Quebec customers, use familiar French terms such as “soumission” for a quote, “courriel” for email and “service à la clientèle” for customer service. Explain specialized terms instead of relying on jargon. Professional service does not require an artificially casual tone.
Keep the meaning and scope consistent in English. Information about availability, pricing or conditions should not become a different promise when translated.
- A shared glossary of services and products
- Approved answers to common questions
- Wording that needs approval or should be avoided
- Instructions for questions an agent cannot answer
Keep the same reference information in both languages
Maintain a common reference sheet with your services, service areas, contact details and call handling instructions. Update the English and French scripts together when something changes.
For appointments, state the date, time and time zone clearly. A business receiving calls from Quebec and Western Canada should check the customer’s time zone before confirming an appointment.
Review the follow-up as well as the wording
Review sample messages to make sure both languages capture the information your team needs. Is the enquiry clear? Is the callback number correct? Does the team know what the customer was told? These details make the next conversation easier.
When discussing service with AlloCall, include languages, scripts and transfer rules in your initial requirements. An estimate of your English and French enquiries helps plan a workflow suited to your customers.