How multicultural customer support teams empower global brands - Ben Davidowitz - ContactCenterWorld.com Blog
Global companies can greatly benefit from outsourcing to a multicultural customer support team. Here's how.
Globalization is a wonderful phenomenon. With the aid of technology, our world has shrunk, bringing people from across cultures and geographic boundaries closer. And this is influencing our everyday lives in significant ways. Communication has become faster and easier, time zones have become nearly irrelevant, and more relationships between people and organizations are being formed.
All of this provides businesses a host of opportunities. In a global marketplace, the smartest move that entrepreneurs can make is to capture the international market. Nowadays, brands need a solid global strategy to beat their competitors and establish a powerful legacy.
Getting there, however, is an uphill battle.
It can be difficult to figure out where you should start, but you'll never go wrong with building a diverse, multicultural team. If not, you can instantly acquire one by partnering with a multilingual call center. Doing so arms your brand with plenty of capabilities. With a multicultural support provider, you can build customer relationships that transcend cultural and lingual differences. This, perhaps, is the primary thing you need as you establish a strong presence in new frontiers.
Here are seven ways a diverse team can empower global brands.
1. Generates innovative ideas
These days, brands that can consistently come up with revolutionary ideas are the ones that dominate the market. It can be hard to sustain an innovative mindset, and here's where a diverse team can help you.
Bringing people from different cultures and fields of specialization in one place can help you develop new ideas. Such a setup encourages a free, dynamic, and interesting exchange of information from varying perspectives. This lets you solve problems in new ways, generate fresh insights, and look at things from a different angle.
2. Makes companies smarter
Organizations filled with a diverse group of professionals are generally smarter and more efficient than homogeneous ones. When we encounter people whose beliefs and ideas contradict ours, we tend to question our existing notions. This widens our perspectives and alters the way we think about things. For companies, this type of work environment can trigger growth. The clash of ideas—if properly managed and facilitated—also lets companies make smarter decisions.
3. Increases your productivity
When we talk about diversity, we're not just referring to the cultural aspect. Teams may also consist of people with various skills and expertise. Bringing together these individuals means you'll have a team with assorted knowledge and capabilities. This would let you carry out more tasks, resulting in a more efficient workplace.
The same thing goes for multilingual call centers. By hiring customer support agents from different cultures, they diversify their services. Employees who can speak different languages can help you penetrate non-English-speaking markets. These outsourcing companies make for great business partners, especially as you expand beyond your country's borders.
4. Boosts employee engagement
Multicultural workplaces tend to be more dynamic and exciting, and thus more engaging. Such an environment can be beneficial for contact centers, which often carry out repetitive tasks.
This, however, also involves risks. When diversity in the workplace isn't properly managed, it can create a divide among your employees. On the contrary, promoting inclusion can increase camaraderie and fortify employee relations, all of which lead to higher productivity.
5. Penetrates emerging markets
When you partner with a multilingual call center, you gain access to a heterogeneous workforce that possesses culture-specific insights. You can solicit ideas from them, which you can use to build marketing or customer service strategies geared for your target market. In addition, this can also benefit your product development process. By seeking input from people who are native to the countries you're targeting, you can be sure that the products you'll launch suit the preferences of the demographic you want to capture.
6. Builds high-quality customer relationships
To successfully captivate the international market, you need to build high-quality customer relationships. The main hurdles, however, would be communicating with clients who speak a different language. This makes it hard for you to establish trust and rapport.
A multilingual outsourcing company can help you bridge these gaps. By speaking your customers' language, they can communicate smoothly with customers without the risk of misinterpreting or offending them. This serves as the cornerstone of great customer experiences.
7. Improves your brand's support strategy
With an external team that focuses solely on delivering your customer support functions, you can rest assured that your clients are properly accommodated and assisted. As experts in the field of customer care, multilingual contact centers can craft a strategy that suits the needs and preferences of your target clients.
Publish Date: February 6, 2017 1:32 AM