Introduction
With today’s uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or “near-shore” facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
This best-practices article focuses on the issues faced by companies who currently have international call center operations or are considering it in the near future – as well as what can be done to address those issues. It discusses how to improve the customer experience and thus customer loyalty through better hiring, management and especially, training practices.
When it comes to customer service, U.S.-based customers expect a certain level of customer experience. When they make a call to handle a denied credit card, dispute a discrepancy on a bill, solve a computer problem or make a change to an already-booked airline ticket, they are often frustrated before they even pick up the phone. So when they reach a customer service representative with an indecipherable accent who can’t even solve their problem — requiring them to speak to a supervisor or worse, call back a second, third or fourth time — these customers are justifiably angry at the entire corporation. And the next time they have to make a purchasing decision, it’s likely they won’t choose you.
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With today’s uncertain economic forecast and the constant pressure to reduce costs, many companies have outsourced their call center operations to off-shore or “near-shore” facilities. By off-shoring, these companies can save money and find a highly educated – and frequently, a highly technology-skilled – workforce. However, cultural differences, heavy accents, inadequate training and insufficient hiring practices can lead to poor customer satisfaction experiences, causing a loss of customer loyalty and ultimately, a loss in sales.
This best-practices article focuses on the issues faced by companies who currently have international call center operations or are considering it in the near future – as well as what can be done to address those issues. It discusses how to improve the customer experience and thus customer loyalty through better hiring, management and especially, training practices.
When it comes to customer service, U.S.-based customers expect a certain level of customer experience. When they make a call to handle a denied credit card, dispute a discrepancy on a bill, solve a computer problem or make a change to an already-booked airline ticket, they are often frustrated before they even pick up the phone. So when they reach a customer service representative with an indecipherable accent who can’t even solve their problem — requiring them to speak to a supervisor or worse, call back a second, third or fourth time — these customers are justifiably angry at the entire corporation. And the next time they have to make a purchasing decision, it’s likely they won’t choose you.
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4 comments:
I am contacting you through this contact form as there was no email address available. We would be interested in purchasing advertising on your blog http://callcenter-outsourcing.blogspot.com/
. Please get back to me using the email address I have entered if you would be interested in discussing this further.
Hi Scott,
Thanks for your interest. For further communication contact me at following ID. ruchi.biswas@gmail.com
Good discussions,
I don't know if Bangladesh is getting good campaigns or even they get good payout.
It's an initial stage for BD to establish call centers.
If any center need campaign , then we are here in BD. You can contact with us. We'll provide you good campaign with the best payout.
wings.raiyan@yahoo.com
International call center business is rolling an important role in economy in a country.
It’s a big job market for jobless people.
Robert
Web Design
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