Spanish Language Support Workflow (Non-Bilingual Agents)

Description: This article outlines the procedure for English-speaking agents to handle inbound calls from Spanish-speaking members when a bilingual representative is unavailable.

Policy Overview

To provide a timely and efficient response to our Spanish-speaking members, we have implemented a two-phase protocol. This workflow is designed to ensure no member is left without a clear path to resolution, even if an immediate Spanish-speaking agent is not on the line.

The Two-Phase Workflow

Phase 1: Offer English Assistance

If you identify that a member is speaking Spanish, first attempt to see if they are comfortable communicating in English.

• Ask: "I can help you in English if that works for you?"

Phase 2: Data Collection for Callback

If the caller says "No" or continues to speak only in Spanish, you must transition to data collection to facilitate a callback. Use the following script to stop the flow of Spanish and gather their contact information:

• Spanish Script: "No hablo español. Por favor, deme su número de teléfono y le devolveremos la llamada."

• Phonetic Guide (Read like English): "No AH-blo es-pan-YOL. Por fah-VORE, DEH-may soo NOO-meh-ro deh teh-LEH-fo-no ee lay deh-vol-ver-EH-mos lah ya-MA-da."

Standard Operating Procedures (SOP)

1. Capture the Phone Number: Listen carefully for the member's phone number. Use the Spanish Number Pronunciation Guide to help you accurately transcribe the digits.

1. Internal Notification: Once the phone number is gathered, immediately send a message to the #Member-Services-Inbound Slack channel.

2. Escalation: Your Slack message should request that a Tier 2 Agent perform a outbound callback to the member.