In handling calls for instance, another key in establishing efficient monitoring is to meet both objectives of your staff’s training with their provider and your objective to meet the customers’ needs. For example, after the contract has been established, if these staff has been trained to maximize customer support through outsourced customer support short possible calls and you on the other hand want to emphasize on longer calls, it would be quite hard to maximize call efficiency in this case. Thus, you should have told them beforehand on how you’ll go about in handling customers so they’ll be equipped with enough training that you wanted instead with the way they have dealt with the clients for a long time.
3. Outsourcing Customer Support Overseas
Factors that will be faced in training staff overseas are the culture barriers and language differences. Sometimes there are words that are used in the same meaning in Western culture while it can be in another way around for the Eastern nations. The word “revert” for instance, when used in India has a different meaning from the customers in the United States, and thus having this conflict with information will never be helpful in the business.
Since I started outsourcing to the Philippines, gladly I have never experienced any culture barrier that will complicate my business plans and strategies. Philippines has adapted the Western culture since the American colonization and I think this has helped improve their approach with the Western language. Definitely, my virtual staff has been easily coping with my approach effectively to handle customer service.