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Call Center Agents must be fluent in the language that their callers speak. If the callers will be speaking English, then the call center agent must be able to communicate with them in that language. If there is a possibility that callers may speak one language or another, the call center may set up "queues" to direct calls to agents fluent in one of those specific languages. This practice is becoming more common in the United States, where callers may speak English or Spanish, but not both.

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