Breaking Barriers: Elevating CX Across Languages and Cultures

Confidence breaks barriers

Trust gaps begin with language

When customers and companies don’t share a common language fluently, every small misunderstanding could become a big trust gap.

Every misunderstanding has a cost: a repeat call, a refund, or a customer lost.

A single negative interaction can cost you 32% of your customers, according to PwC’s CX research. 

However, every connection is also an opportunity to create loyalty.

When we train employees to bridge language gaps with empathy and clarity, we don’t just avoid mistakes–we strengthen the bond between customer and brand.

Tips for bridging a language barrier

• Slowing your pace
• Using plain words
• Confirming understanding before proceeding

3 phrases that calm heightened tensions instantly

• “You’re right to be frustrated – anyone would be.”
• “You don’t have to convince me – I understand”
• “If I were in your shoes, I’d probably feel the same way”

Empathy + Confidence + Technology

Culture shapes customer experience. Psychology bridges differences

Confidence invites clarity. You don’t need perfect words – you need presence.

Technology can help empower your teams to feel more confident.

Balto is here to help

Balto has supported Spanish speakers since 2022, with over 3.5 million calls made in Spanish using Balto in the last 2 years.

We work with call centers in Peru, Chile, Colombia, Panama, Guatemala, Mexico, as well as Spanish-speaking call centers in the United States. 

Balto understands different accents, dialects, and speaking speeds and help supervisors (Spanish speaking and English speaking) coach their Spanish-speaking teams with the full suite of Balto’s coaching and QA tools.

Balto is now available in 20+ languages

The full suite of Balto’s tools for your contact center are now available in 20+ languages. Check out the video below for a brief demo in Ukrainian.