"You pay for training, one way or another"
Dealing in an offshore call center or BPO is a challenging vendor management experience. Even with the best do diligence understanding the day-to-day call center BP0 is difficult. One of the biggest challenges that we see, our clients experience is the "inexperience" of the call center management who provides day to day leadership and implementation.
The average age of team leader/Project Manager in Pakistan, India, Ukraine, and Philippines is on the average 22 years old. This manager will have some college but not necessarily finished college. This project manager in the call centers will be managing 10 to 30 agents with the average age of 19 or
20. These team leaders will have had on average two years experience working in a call center, usually as an agent.
Offshore/call center vendor managers need to understand these issues when placing their call center customer service projects, call center help desk and sales overseas. Once this is understood we need to then be aware of the issue and utilize the eagerness of the management team to your advantage.
Turning this disadvantage to an advantage requires a higher level of training support and meticulous detail and awareness of the call center projects and implementation of those call center offshore Services.
Some of the detailed training packages that we have provided have included glossaries on commonly understood language, written test to take, interesting press that explain business cases. This level of detail is not common in U.S. This generally is understood that your outsourcing company would have the systems in place but you cant suppose this offshore simply due to the youth of the staff. A high level of this detail project management and understanding of your management audience, will ensure that
your offshore call center outsourcing services work to your business expectations. To learn more visit Market IQ.
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