Devoted to the call center industry, the agents on the phones, and their managers

“Filipino call center agents need to be pushier, execs say.”  This is what foreign executives are expecting from the workforce here in the Philippines.  They further comment on why they chose this country to outsource their business to --- the hospitable culture and how close we are to the USYet another thought crossed my mind. 

Though this might work years ago when agents came from Ivy League schools, this is going to be more difficult now.  With the constant demand of more agents to answer the phones, gone are the days when one hires someone who is “pushier” or is familiar with the US culture.  The truth is most agents being hired now consist of those having hard core “hospitable” personalities. Changing how these agents think and act to serve an American customer will need more than 2 weeks of culture training.

Yet another through crossed my mind.  Though I agree one has to understand the client’s culture and learn how to adapt to the customers on the phone, great customer service or sales is technically being true to one’s self.  The technicality of knowing American facts can be helpful but it is within a person’s ability to be empowered to the right thing is what makes someone successful.

If the executives could see it on another perspective by learning the culture here (regardless whether it’s in the Philippines, Latin America or India), then perhaps they would say something else, other than “being pushier”.  Anyone can be as long as they are comfortable doing it.

Pick the right person for your accounts and not rely on sheer numbers, then everything will be easier.  You will get the workforce you need to establish good relations and sales in your projects. 

We live after all, in a flat world these days.