Call center agents need the guaranteed capabilities to bond together the needs of clients, with all players interacting to deliver the final client product and services. Customer service improves for any company when the service is friendly, a friendly outlook is essential when serving Middle Eastern – Asian – Chinese societies. Any enquiry into a call center must always be met with yes and no answers. It is not acceptable to react to an enquiry with ‘sorry I do not know’. Call center agents have the solution and they will always give a helpful reply such as they will check with such and such department and get back with the answer and give the enquirer a time and date when they will reply.
Call Centers Open 365/24/7
This is arguably the most important fact about call centers; they are live year round and they never close. This service enables a small company with limited finances to appear to be equipped and open 24 hours a day. This is great for American organizations that only man corporate offices 12 hours a day per Pacific Time. During these hours, local service support teams also respond to website enquiries. Providing customer support services only 12 hours a day is not good enough! When USA based employees have gone home for day, companies in other time zones around the globe may well just be starting work for the day. Hence hours when US offices are not manned has to be covered. One of the most cost effective ways to do that is with call center support services.
Corporate Image Matters
What is a must have in business circa 2018 is global reach. Serving the US market is one thing and it is globally acknowledged that USA marketing and promotion methodologies are exceptional. But most international companies know that doing business around the globe is different. There are regional business communities that run businesses in local language and dialect. Serving these multi lingual markets means speaking different languages is none negotiable; all companies doing worldwide business need multiple linguistic skill sets. Good call centers always have agents fluent in many languages.
How Outsourcing Customer Support Helps
Getting down to the facts is what any dedicated global player covering and serving global international markets needs. They must have the seamless ability to process any client based enquiry in at least ten languages across the globe. Business advisors are informing companies doing worldwide business that they need to start learning to serve clients in different locations.
Business tip, if your US business has several customers based in Indonesia. Then the first question lobbied at the call center will be whether you have staff that process incoming enquiries in Indonesian. Another KPI make sure before signing up with a call center service provider is to check that all your international clients making enquiries outside standard USA based work schedule hours are processed in the language of enquirer. One guaranteed service that provides that is Humach.
To close, international companies need to operate efficiently 365/24/7, and be able to speak to the language of the caller. Outsourcing may be the best solution in many cases.
The author Boris Dzhingarov
Boris Dzhingarov graduated University of National and World Economy with major marketing. He writes for several sites online such as Semrush, Tweakyourbiz and Socialnomics.net. Boris is the founder of Tech Surprise and MonetaryLibrary.