As call center agents know, there is a lot more to customer service than merely picking up the phone and going through the motions. Agents need to be in tune to basic cultural and geographic sensitivities. For foreign agents who are not completely immersed in a country’s culture, however, this can be very difficult—especially if you operate on a 12-hour time difference.
Call centers located in these areas of the world are starting to understand that it’s not just about the call center solutions being utilized. For some, a complete lifestyle change is required to keep business flowing. In light of this, a trend is emerging amongst call center representatives in the Philippines that puts a whole new spin on what it means to care about your customers. Due to the heavy amount of Americans clients that are represented, many agents are now Americanizing themselves to better reach people on the other side of the globe.
One of the more basic problems that this addresses is time zone differences. For instance, 2:00 in the afternoon seems like a great time to reach an American client, yet in the Philippines, this becomes 2:00 in the morning.
At the end of the day, customer satisfaction remains the most important thing for a call center. If a customer is not happy, then there is no way to justify the center’s service. This newfound approach – albeit slightly drastic – is being considered a necessary step to guaranteeing the happiness of customers, no matter where they are located.
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