THE OFF-SHORE CALL CENTRE PERSPECTIVE

Offshore Call Center Operations: The whole perspective

Having operations offshore are very popular across several businesses. But how does having a call center operation affect the productivity of your business when you are not in close sight? How can you be sure that it reflects your core value proposition?

Clearly, there are numerous benefits to having offshore operations. The number one benefit is reduction in cost. Saving on your expenses while still maintaining your business is a huge advantage that most businesses cannot ignore. Other positive sides are that you can handle a larger number of calls while not spending what you would have to in your home country. Countries like Australia, Canada, the UK and the US are relatively expensive to run call centers in. Outsourcing to countries like India and the Philippines is popular.

However, the downside to having offshore operations is lack of constant communication, longer lead times to affect change and perhaps lack of customer satisfaction. But how can you, as a call center employee, employer, manager or staff member negate these effects?

Be culturally aware. What country is the home base operating from? Is their culture different to where you are working from? For example, your headquarters could be in Melbourne and you could be based out of Bangalore, India. No matter how good your English is, certain slang would be difficult to duplicate. The trick to perfecting this is to be authentic. Be genuine rather than pretending you know it all. If there is a term your customer uses that you haven’t heard of, ask them. Create a conversation. When you are authentic with your customers, your business will grow from that rapport you have created. Customers understand that you are calling from a different part of the world.  Use that to your advantage, educate them about your world. They will love it.

Do your best to stand out, integrate with your home country’s operations and be aware of what the business is doing and which direction they are heading towards. This could make you get noticed, get promoted and be rewarded!

Go above and beyond because the competition is fierce. To make a mark, it will mean longer hours, working smarter and better networking. After all, it never hurt to know someone who can get the job done, did it?

So get out there, understand the world, go beyond your comfort zone and grow from strength to strength professionally. Happy calling!

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