One big challenge that outsourced call centers have is ensuring that conversations between the customer and the agent is seamless. Learning the culture plays a big role in making this successful.
Okay, I hear you. Is this another American Culture & Geography training module? No, it isn’t. It isn’t even part of training but more of a coaching approach. Don’t get me wrong, I’m not recommending that you remove this in your training program. But, we all know that learning a different culture can’t be summed up in a week or two. It takes time.
The key here is constant coaching by the “locals”. This isn’t your usual session to discuss your checklist on what went wrong or what you did correctly. They will focus on listening to the call together with the agent, whether recorded or live and discuss “cultural” differences. They will then start recommending details of how an agent can use the correct choice of words or even how it is used in a conversation.
We’ve found that this is effective and have decreased the number of times a customer asked where the agent is located. Overall, the call was managed effectively and the issue was resolved without a hitch.
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The misconception about being in the call center industry is that it will rob an employee of the opportunity to use the rest of their brain cells. As a matter of fact, it’s just the opposite.Customer demands around the globe... [Read More]
Tracked on: January 29, 2008 6:56 PM | Permalink to Trackback