27 Jul CENTER SOURCE: UNLOCKING THE SPANISH-SPEAKING MARKET FOR ONLINE GAMING COMPANIES
Center Source, a prominent Business Process Outsourcing (BPO) provider with operations in the United States, Panama, and Colombia, is revolutionizing the customer support landscape for online gaming companies. With a specialization in omni-channel multi-language support services, Center Source has recognized the untapped potential of the Spanish-speaking population in the US and Canada. In this post, we will explore the remarkable growth of this market and discuss how Center Source’s tailored solutions can cater to the unique needs of online gaming companies targeting Spanish-speaking players.
In recent years, the United States and Canada have witnessed a significant surge in their Spanish-speaking populations. According to the U.S. Census Bureau, the Hispanic population in the United States reached 62.1 million in 2020, accounting for approximately 19% of the total population. Similarly, in Canada, the number of individuals identifying as Hispanic grew by 32% from 2011 to 2021, totaling 2.4 million people.
The Hispanic population’s buying power is a force to be reckoned with. In the United States, their purchasing power reached an impressive $1.7 trillion in 2020, signifying a substantial consumer segment with significant spending potential. The Hispanic population in Canada has also contributed to the growth of the economy and consumer markets through their increasing purchasing power.
Research studies have consistently shown that language barriers significantly challenge customer engagement and satisfaction. The absence of fluent Spanish support can lead to frustration and decreased loyalty for Spanish-speaking players. A survey conducted by Common Sense Advisory revealed that 75% of customers prefer to purchase products and services in their native language.
According to katzmulticultural.com only 17% of the US Hispanic market participated in online gambling versus 42% of the non-Hispanic market. We believe this is a direct correlation between language and language barriers. Most websites are in English only, and support and sign-up are in English only.
Understanding cultural nuances and preferences is crucial for delivering exceptional customer experiences. Spanish-speaking players appreciate companies that comprehend their cultural values, celebrations, and references, which can significantly impact their engagement and loyalty.
Omni-channel services encompass various communication channels such as voice, chat, email, and social media. This approach allows customers to seamlessly engage across platforms and receive support through their preferred channels. Center Source recognizes the importance of providing a consistent and integrated customer experience across multiple touchpoints and in the preferred language.
Center Source boasts a vast pool of native Spanish-speaking agents who possess both language skills and cultural awareness, enabling them to provide an authentic and personalized experience for Spanish-speaking players. These agents are adept at building rapport, understanding player preferences, and resolving issues effectively.
Center Source’s flexible staffing model ensures that resources can be scaled up or down based on demand. This scalability guarantees that online gaming companies receive the necessary support during peak periods, such as game releases or special events, without compromising quality or response times.
Embracing advanced technologies such as customer relationship management (CRM) tools, AI-powered chatbots, and analytics, Center Source optimizes customer interactions, streamlines workflows, and provides valuable insights for continuous improvement. These technological solutions enhance efficiency, accuracy, and overall customer satisfaction.
By offering omni-channel support in Spanish, Center Source empowers online gaming companies to deliver exceptional customer experiences. This, in turn, leads to increased satisfaction, loyalty, and positive word-of-mouth within the Spanish-speaking market. By providing support in their preferred language, companies can connect with Spanish-speaking players on a deeper level, fostering lasting relationships.
Outsourcing customer support services to Center Source enables online gaming companies to reduce infrastructure costs, training expenses, and staffing overheads. This results in significant cost savings while maintaining a high standard of service quality. By partnering with Center Source, companies can focus on their core competencies while leaving customer support to experts.
Partnering with Center Source gives online gaming companies a competitive advantage by expanding their reach into the underserved Spanish-speaking market. By capitalizing on the market’s growth potential and catering to the unique needs of Spanish-speaking players, companies can differentiate themselves from their competitors and position themselves as industry leaders.
As the Spanish-speaking population in the US and Canada continues to grow, the online gaming industry has an immense opportunity to tap into this market. Center Source, with its specialized omni-channel services, language proficiency, scalability, and technological expertise, stands as a strategic partner for online gaming companies looking to provide exceptional customer experiences to Spanish-speaking players. By leveraging Center Source’s solutions, companies can unlock the full potential of this vibrant and expanding market, solidifying their position in the industry, and driving sustainable growth.
Frank Royal, CEO
July 27, 2023