The jury is still out about the global outsourcing of call centers. On one hand, any intelligent person who speaks and reads English could be trained to work in an English-speaking callcenter. On the other hand, it hasn't always worked. Major corporations who had large centers in other countries have decided to bring them home. Yet others have been highly pleased with their overseas call center staffs. I think one reason is that these representatives have been able to make their callers feel at home, even when calling someone thousands of miles away. Customers want high-touch and familiarity, and they want it from call centers too. They want to feel that the person on the other end of the phone understands their needs and their culture. When call center reps jump to conclusions and don't listen to what the customer is saying, the customer may assume that language differences are the problem even when they aren't.
.jpg)
Comment Preview