How to set up Language based routing on Call Center campaigns?

Language-Based Routing helps connect your contacts with agents who speak their preferred language. This ensures smoother conversations, better understanding, and improved engagement during your calling campaigns.

Note: Language-Based Routing only works with the Predictive Dialer for Call Center campaigns.

By using Language-Based Routing, campaign managers can:

• Handle multilingual campaigns easily 🗣️

• Improve contact experience and response rates 📈

• Save time by automating agent assignment ⚙️

This feature is especially useful for political, advocacy, and support campaigns that engage diverse audiences across regions and languages. Let's see how to set up the Language-Based Routing for Call Center campaigns. 

To use language-based routing in Call Center campaigns, ensure you have imported the CSV file with the preferred language information for the contacts. To do so, add a new column header to the CSV file and list each contact's preferred language.

Next, during import, when mapping fields, map the new CSV column to the "Preferred Language" field in CallHub.

Once the contacts are imported, you need to configure the agents to use the preferred language. If you are uploading agents in bulk, follow the same steps as for the contact import. The CSV file should include a new column that lists the languages the agents prefer. 

If you are adding agents individually, you can set the preferred language as shown in the screenshot below. 

Similarly, if you are adding contacts individually, you can select the contact's preferred language while completing other fields, such as First name, last name, phone number, mobile number, and so on. 

Once the contact is created, the preferred language will be displayed in the Contact Profile as in the below image. 

After the mapping, you can proceed to set up the Call Center campaign. Here, you need to select the Predictive Dialer to enable Language-Based routing in the campaign. 

To turn on the feature on your campaign, you need to navigate to the "Agents" section during the campaign creation. Click on the slider button to enable the feature, and you're good to go!

Agent Console - Language Permissions

Agents can view and update a contact’s Preferred Language during a live call, but this must be enabled by a manager.

In the Privacy tab, managers must check “Preferred Language” under both:

• Fields displayed for each lead/contact

• Fields are editable for each lead/contact

Once enabled, agents can update the contact’s language in real time if they discover a different preference during the conversation.

Agent Language Management 

CallHub distinguishes between two language-related settings:

• App Language: Changes only the agent’s interface language (UI).

• Language Capability: Indicates which languages an agent can speak and is used for call routing.

When importing agents via CSV, managers can include and map language proficiency during the import process. This allows agent language capabilities to be set in bulk.

For existing agents, managers can also bulk-edit or assign languages directly from the Agent Management list, even after agents are activated.