Outsourcing companies come in all shapes and sizes, from many different countries and at many varied pricing schemes. But there are some critical aspects that you should pay attention to if you want to get the most from your outsourcing company. Check it out:1) Does your outsourcing company know it's way around the web? In today's business environment, a web presence is important to doing a global business. Internet savvy reps are a must!2) Having your reps "Americanized" is very important to your clients. How heavy an accent does your current rep have? And do they clearly understand what expected from a Western style business?3) Is your rep familiar with the way your company does business? A good outsourcing firm will take the time to get to know their client and their business style intimately. 4) Does your current outsourcing firm have Western style management? A ...
Read more on My Sokwall : http://bit.ly/zyhcdS
Not to take away from our chief competitors, the reps from India, most sources of complaints from clients back then are the lack of understanding of American idioms, accents and temperament, often rendering customer service efforts confusing to ineffective. Being "Americanized" as you put it, Daven, was a key part of our training, including familiarization with the client company or account. Plus having previously worked with US and British expats and multinationals gave me and most of my colleagues an advantage. To sum it up, extensive and cutting edge training to make reps proficient and effective is a premium in all Philippine call center companies. Excellent article!
ReplyDelete