Why the second language gets neglected
Most small businesses have one person who speaks both languages, and that person is not always at the desk. When they are out, callers in the other language get a worse first impression, or none at all.
The cost is easy to miss because the lost calls never show up anywhere. A caller who cannot be understood simply hangs up.
“Nobody should have to ask for their language twice.”
What to check in a bilingual tool
Ask whether the second language is native or translated. Test it by calling and switching languages halfway through a sentence. Listen for how it handles names, addresses and phone numbers, which is where most systems stumble.
Also check what you receive afterwards. A summary in the language you work in is more useful than a transcript in the caller's.
A simple way to test
Write five realistic calls in each language: a booking, a price question, an urgent request, a wrong number and a caller who changes language. Run them all before you forward your real line.
Remute answers in English or Spanish depending on how the caller speaks, and the free plan lets you run this test with real calls.