English and Spanish, in your hours.
Your customers call in English and in Spanish. Your NRT team answers in both, during your business day, with no Spanish line, no transfer and no script read by sound. The person who picks up is the person who helps, and a client director reviews the calls in both languages.
Where the second language gets lost
Most businesses say they serve Spanish-speaking customers. Listen to the calls and you hear where it breaks.
The Spanish line
"Para español, oprima…" sends the customer to a different queue, a longer wait and someone who has never seen their account.
The script read by sound
A specialist who learned the words but not the language. Customers hear it in the first sentence, and the trust goes with it.
The transfer
"Hold on, let me find someone." Some callers wait. Many hang up and call the business down the street that answered in Spanish.
The family translator
The customer hands the phone to a son or a niece to get through the call. You kept the customer, barely. You did not earn them.
How a bilingual team is built
Language comes first, before anything else we test. Then the specialists learn your business the same way in both languages: your products, your customers, your systems, your way of saying things.
Spanish is not a department here. It is the same team, the same notes and the same client director, whichever language the customer picks.
- →Native English & EspañolTested in both before anything else. Not a phrasebook, a conversation.
- →Your words in both languagesYour greeting, your questions and your escalation rules, written in English and Spanish and approved by you before anyone picks up.
- →One record, either languageNotes land in your system in the language your team reads, so nobody has to translate a file later.
- →Your hours, and longer if you wantThe team keeps your business day. After-hours coverage is there when your customers call after their own shift ends.
- →Reviewed in both languagesYour client director listens to real calls in English and in Spanish and fixes the small things before they cost you.
Where a bilingual team earns its keep
Every NRT team is bilingual. These are the places owners feel it first.
Calls and intake
The customer who calls in Spanish gets helped on the first call, and the intake comes out complete.
Customer Support & Intake →Leads and follow-up
A lead who filled out the form in Spanish gets called back in Spanish, the same day it lands.
Sales & Lead Generation →Paperwork and documents
The customer who has to send a document gets the instructions in their language, and the file gets finished.
Back-Office & Processing →What is a bilingual support team?
A bilingual support team is a group of specialists who serve your customers in English and in Spanish from the same queue, with the same training and the same records. The customer never chooses a language from a menu or waits for a transfer. At NRT, every team works this way, and a named client director reviews the calls in both languages.
Questions owners ask about bilingual teams
Straight answers. If yours is not here, ask it on the call.
Is the team really native in both languages?
Yes. Language is the first thing we test. Specialists are tested in English and in Spanish before anything else, then trained on your business in both. Your client director listens to real calls in both languages, so a slip gets caught early.
Do Spanish-speaking customers wait longer?
No. They reach the same team as everyone else. There is no separate Spanish queue and no transfer. The person who answers helps the customer in whichever language the customer uses.
Can my scripts and forms be in both languages?
Yes, and you approve both versions. We write your greeting, your intake questions and your escalation rules in English and Spanish before anyone takes a call, so the customer hears your business in either language.
Who is this not right for?
Businesses that need languages beyond English and Spanish. We are a bilingual English and Spanish team. If your customers need Portuguese, Vietnamese or another language, we will tell you so on the first call rather than promise something we do not do.
Find your one less thing.
A short call, in English or Español. We find what is holding the business back and tell you straight whether we can run it.
Prefer email? info@nrtbpo.com