« Survey: Call Center Seminar Series | Main | Call Center Philippines: Effects of the US Crisis »

Jul30
Foreign Executives Advise Us to Change our Culture

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. 

Who am I?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.


related entries


3 Comments/Trackbacks





Don't the executives already know the culture in the Philippines? I mean isn't that why they say that Filipinos have to be "pushier" to be successful? Either that or the understanding they have of us is of the shallow stereotypical version.

However I do agree that diverting focus from numbers to quality people will make things easier and much more productive. :)

That is the expectation that they've done their research and know how to handle the difference in culture. Unfortunately, I've met a few foreign executives getting hired and spend their time here running the company, but not understanding the nuisances of how to train a Filipino agent.

Thanks for the comment! Keep on reading!

submit a trackback

TrackBack URL for this entry:

post a comment

Name, Email Address, and URL are not required fields.





Comment Preview

« Survey: Call Center Seminar Series | Main | Call Center Philippines: Effects of the US Crisis »

Advertise

Related Resources

sponsored ads



subscribe


Prefer Email?
Subscribe below-

Enter your Email:


Powered by FeedBlitz What's this?

Current News

Support This Blog

blogroll


 


Know More Media - Customer Service / Services

know more media network

View Network Map

Network Feed List (OPML)

Know More Media Network
Feed


we support unitus

PRWeb

Influencer



CallCenterScript is a member of the Know More Media network of business related blogs.

Here are some current headlines from some of our business publications:


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740

CallCenterScript

AdHurl

TheBizofKnowledge


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740

HealthCareVox

BrainBasedBusiness


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740


Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 619

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 620

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 621

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 622

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 737

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 738

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 739

Warning: date() expects parameter 2 to be long, string given in /usr/www/users/chrisycm/kmm-network/includes/rss2html/rss2html.php on line 740