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Global Call Centers : Achieving Outstanding Customer Service Across Cultures and Time Zones by Erik Granered is a nonfiction available to read on EtoBox.

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Outsourced customer service call centers are something that corporations both large and small have caught on to and are reaping the financial benefits from. So why is it that, despite sound business principles and advanced technology, international call centers are often measured successes at best?The reason is one that everyone is familiar with. All of us have been on the phone, at one time or another, trying to communicate with a call center agent somewhere in the world and reacting, often negatively, to what we feel should be a simple and productive exchange. Those subtle reactions, most often rooted in culture, are significant; significant enough to disrupt the flow of many call centers and to cause some companies to reverse their decision to outsource customer service.Erik Granered, author of Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones, argues that we are now at a point with outsourcing where we can learn from experience and reduce the failure rate. It is rash to think that customer expectations and agent training should be the same in Amsterdam as in Dallas. And those unrealistic expectations are magnified over the phone, where c

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Author

Erik Granered

Publisher

Intercultural Press

Published

2004

Language

EN

ISBN

9781904838036

Category

nonfiction

Subjects

Management, Business, Economics