International Call Centers

Ensure the international call center represents your company effectively Offshore inbound call centers handle 100 calls per day on average. You want to make sure that the international call center you use is representing your company at its best at all times. They are the first ones your company will deal with if a problem arises, and in many ways, they represent the face of your company.

I recommend:  Get international call center information from the International Customer Management Institute. They can give you the information needed to help set up your international call center.

Make sure there's proper training for those working at the call center Make sure a call center, international or otherwise, knows and understands your product, business practices and policies. Make sure training includes handling of any technology the call center uses as well as customer service skills and basic understanding of cultural differences between the two countries. Accent reduction is also something you want to address if your call center is a country where English isn't the primary language.

I recommend:  Ulysses Learning offers international call center services such as training programs for any type of call center located anywhere in the world.

Decide how to manage your offshore call center International call center outsourcing poses great challenges when it comes to management. Obviously, since your call center is based overseas, the day to day managing of the center won't happen from your stateside office. For international call centers to be successful, they must have solid management teams in place to ensure quality assurance.

I recommend:  ICMI offers training solutions specifically for managers that range from in person seminars to e-training.