Anyone who is interested in operating international call center services knows there are specific goals and challenges associated with this kind of enterprise. A call center is a natural tool for reaching customers across a distance, and with the advent of technology for globalization, these kinds of centers are quickly taking over large chunks of the market. Operators need to be informed about some of the necessary setups for maintaining international call centers.

Busy managers can get comprehensive news on international call centers over the web. Online sites provide ongoing commentary and response to emerging trends, on details for offshore call center outsourcing including:

1. The issue of accent reduction and "applied linguistics" in international call centers.

2. Studies on how international call center outsourcing works for a business.

3. News on taxes and other accounting for international call centers.

Action Steps
The best contacts and resources to help you get it done

Get news on accent and linguistic issues in call center international environments

One issue that managers and business leaders may want to know about is the response of international companies to issues of accent and dialect for international communications. Get news from providers of language services and evaluate your own path.

I recommend: Get news in accent reduction training for international call centers from Paul Meier, an online group with experience assisting callers who are crossing national boundaries. Get more on accent reduction, including relevant business tips at the Wazzup Manila blog.

Get news on international call center studies and examples in various industries

Another way that online news sources can clue in operators is by showcasing international call centers that have done well in the past and how their adaptations have served them in competitive environments.

I recommend: Get case studies and related business model info for offshore call centers at Teleplaza online. For more articles including this case study on a Kolkata, India location, try Highbeam (registration is necessary to view articles).

Look for news on international call center tax and accounting law

More can be found online about how to do the book keeping for a global call center. The tips and data you glean from these resources will help ensure that the offshore contact center remains financially healthy long term.

I recommend: Get resources on understanding internation tax law for a business from Thomson Reuters. Expert Satya Poddar holds forth on tax law and practices for businesses including call centers at the Hindu Business Line website.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  When looking at operating an international call center or outsourcing your work to international call centers, ask about all of the above and any other challenges you think would face the center in its daily functionality: you're never guaranteed a trouble-free solution, but the more you pin down before operations begin, the more you can rest easy about the results.

With the cost of doing business in the US constantly rising, many businesses seek to cut costs by moving their customer service operations overseas. Setting up a call center overseas can drastically cut the cost of doing business without diminishing the quality of the company’s customer service experience.

When making the decision to open an international call center, take into account any backlash the company will receive for outsourcing jobs that can be done in the states, as well as the initial costs involved in setting up the call center.

Some things to keep in mind regarding international call centers, outsourcing, and hiring and managing foreign employees:

1. Make sure your international call center services your business well. A call center, international or otherwise, is the customer service face of your business. They will be the first contact a customer has when trying to resolve a problem.
2. Recognize outsourcing is a hot button issue. Make sure your company won’t lose business for opening a global call center.
3. Hire top-notch managers. At an international call center, management will be key since your offshore call center will be located so far from your main offices.

Action Steps
The best contacts and resources to help you get it done

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.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Take a good look at the cost benefit ratio involved in setting up international call centers. Make sure all the pros outweigh the cons.
• •  Keep customer satisfaction in mind above all else. It's great if you're saving money, but if international call center outsourcing lessens your customer's customer service experience, it may not be worth it.

When you own an international call center, it's important that you have a staff that understands how to use the tools available to them, as well as proper customer service. International call centers education and training helps make this a reality.

There are a number of things that representatives at international call centers must take care of. It's your responsibility to ensure that all members of the staff have the training they need to do their jobs.

International call centers education and training can:

1. Help provide good service to customers. If your company provides international call center outsourcing, you should make sure you give excellent customer service for your customers. Employees should know how to treat callers with respect.

2. Help track customer calls. Using a customer relationship management (CRM) tool is essential for a call center. International companies will want to track the incoming calls and how you were able to resolve customer complaints.

3. Help everyone get on the same page. In a global call center, it's important that all employees understand expectations and procedures for handling customer calls. This ensures that you have a high level of service across the board.

Action Steps
The best contacts and resources to help you get it done

Train your offshore call center employees to use CRM software

One of the most important tools for call center employees is the CRM software that they use to track calls. This will allow your client to track and review common customer complaints and issues, as well as monitor your company's performance.

I recommend: Harvest Solutions offers ongoing CRM training, including help with selecting and implementing a software program. ACT! is one of the most popular CRM tools. The company offers a number of different training options.

Improve international call center management with additional training

Managers of international call center services have a large task at hand. They must know how to effectively manage their employees, as well as understand the business customers of other countries. Look for special training programs to help them.

I recommend: The Thunderbird School of Global Management offers a number of different programs to choose from related to international business management. The International Business Training Association can also help ensure your management is up to speed on global business trends. For an idea of how a major player in international call centers handles training, take a look at APAC.

Improve customer service at your international call center

Customer service is very important to your clients and your staff should have the skills necessary. Giving them the training tools they need will ensure their success.

I recommend: LearnCustomerServiceOnline.com offers online courses in telephone etiquette, building customer rapport and active listening skills, in addition to other courses. English speaking ability is very important to callers. If you live in a country where the native language is something other than English, it's important for you to ensure your staff speaks a high level of English on a professional level. Executive Language Training offers courses in Business English.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Hold regular training sessions for your international call center staff to ensure that new employees learn the latest skills and that old employees remember what they have learned.

As a cost-cutting alternative, international call center outsourcing is a viable option for many businesses. International call centers help to maintain quality customer service, but at a lower cost since staff is outsourced overseas. International call center services can include catalog orders, help desk, inquiries, customer service, surveys or appointment scheduling. There are many countries that offer offshore call center outsourcing, such as India, Philippines and Israel.

The advantages of using overseas countries for a global call center include the time difference, which allows companies to operate on a 24-hour basis since workers overseas can continue to take calls after the business day. If you are interested in global call center outsourcing, there are some international call centers basics you should know:

1. types of international call center services;

2. services offered by global call centers;

3. technology used by international call centers.

Action Steps
The best contacts and resources to help you get it done

Learn about offshore inbound call centers versus outbound international call centers

An inbound global call center is a center that is set up to take calls from customers. Customer service inquiries or computer help desk call centers are examples of these. Outbound call centers are those that make calls for marketing or appointment scheduling purposes.

I recommend: For further information, Trec Global, an outsourcing business service provider in the Philippines, offers inbound call center services. Wizard, an outsourcing business service provider in India, offers outbound call center services, as described on their site.

Familiarize yourself with global call center services

Most offshore call center outsourcing companies specialize in business process outsourcing (BPO), which provides office support for business functions such as accounts collections, customer support, or data entry and collection. Many business support functions can be handled through a call center; you can use international outsourcing for more than just help desk or customer service functions.

I recommend: NBA Computers, based in Pakistan, provides a detailed description of the many business functions that a global call center can provide, ranging from service activation to booking and reservations. Ecallcenter.com in the Philippines offers BPO call center functions such as telemarketing, appointment setting and lead generation.

Learn what kind of technology is available if you employ international call centers

Global call centers not only use voice to communicate with your customers. Many global call centers offer web-enabled communication as another way to keep your customer support running smoothly.

I recommend: SNP Professional Services offers services in managing and answering email inquiries and a live web chat for your customers. Knoah Solutions, based in India, offers web chat services that allow you to send files or weblinks immediately to help with more in-depth and detailed customer service.