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Top 5 Challenges and Solutions for managing Multicultural and Multilingual Teams - Livesalesman - ContactCenterWorld.com Blog

Top 5 Challenges and Solutions for managing Multicultural and Multilingual Teams

Managing multicultural teams can present its own unique set of challenges and obstacles. Not only will you have to effectively manage language barriers, but there are also cultural and training barriers to overcome, as well. What may make sense to employees from a Western culture may not make sense for hires from Eastern cultures. We often of miscontrue people’s behaviour from other cultures and spend invaluable time on sorting out misunderstandings and setting expectations. The right solution to all of these types of challenges requires careful thought, cultural understanding and dexterity, and a highly diplomatic approach.

Continue reading to learn more.

1. Language Barrier

The way we speak, and the words we use, are tools we use to convey our feelings, hopes, and dreams. We are all tied to our language, which is why it can be difficult traveling to a foreign country where most residents speak a different language. Now, imagine managing a multicultural team where many of the members speak a different language.


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Not only do you have to make sure they understand company procedures, and policies, but you must also ensure everyone has an effective method of communicating with one another. To say this task is challenging would be an understatement. At the same time, the main language spoken at the office might be the second or third language for some employees, so they might not understand colloquialisms.

Moreover, they can unintentionally take slang and jokes the wrong way since they would interpret them in a very literal context. Not to mention, team members who are not fully comfortable in the language spoken at the office may feel out of place and less inclined to share their opinions.

Solution:

Find a way to get your messages across in a way that everyone will fully understand. You can incorporate multilingual translators onto your teams. In addition, make use of functional translation software an apps. You can also offer ongoing language classes in the company’s primary language. The objective is to ensure every single team member feels included and valued. Also, try not to convey any bias towards team members who are fluent in our native tongue. Everyone should feel that they are treated fairly, regardless of what language they speak.

2. Cultural differences

Similar to the language barrier, people from Eastern cultures will have varying cultural norms from those in a Western culture. For instance, a Western manager may seem too assertive, loud or direct for a team member from Japan or other Asian countries where requests are made more politely and indirectly.

On the other hand, an employee from a Western background may be more inclined to speak up when something feels wrong as opposed to someone from an Eastern culture who might have been taught to never question the boss, even when they are wrong.

These cultural barriers can lead to confusion among team members and, in the worst-case scenario, a lack of cohesion. In another example, Americans may come across as more informal and casual with the employee and manager relationship where someone from a place like Japan would prefer or is used to more formal constructs.

Solution:

Take the time to learn about the different cultural norms of your team members, understand how they perceive assertiveness and communicate appropriately. Furthermore, encourage your employees to learn about their colleague’s cultures, as well.

3. Technical Challenges

An employee from the U.S. is often used to using many of the most popular tech offerings available today. They would need little training in this regard. On the other hand, an employee who hails from a more provincial location in another country such as China, might not be as used to working with popular American tech and software. Similarly, while it can be taken for granted that a team member for West would be fully familiar with Google search Engine while it may be completely foreign to someone from China where Baidu search engine reigns.

Solution:

Just ask which technologies they’re familiar with, and which ones could benefit from more training. Then, offer classes or online training course for those who need it to ensure the entire team is up to speed and on the same page.

4. The decision-making process

Cultures have different styles of making decisions. In America, managers are expected to make decisions quickly where in other cultures managers take their time for due diligence, gathering more information and often consult team members to make sure that the decision is arrived at unanimously. Furthermore, in some cultures, managers are looked upon with utmost reverence and the decisions made by them are never questioned; and, aren’t questioned by employees even when they may be wrong. So, how should decisions be made to avoid conflicting situations in culturally diverse environment?

Solution:

Diverse employees will have different expectations. What you can do is to ensure every member of your multicultural teams understands your process when making decisions.

Learn about the differences of each of your team members, and then determine how decisions will be executed. Next, make it a priority to talk to each employee individually to ask how they feel about your management style and decision making process to see if they can feel comfortable with it.

5. Styles of communication: Aggression and tone

Cultures have different styles of communication. As mentioned earlier, American managers tend to be more aggressive and straightforward than their Easter counterparts. For some team members, this can come across as too direct. This can also relate to cultural norms of each member of your multicultural teams.

Solution:

You can’t change your style overnight. What you can do is to ensure every member of your multicultural teams understands your process when making decisions. Then, make it a priority to talk to each employee individually to ask how they feel about your management style and if they can feel comfortable with it.

6. Challenge of motivating a culturally diverse team

The perception of motivation may vary from one culture to another. What can be motivating for you may be regarded as de-motivating for people from another culture. Trying to enforce a universal motivation and reward system based on norms and culture of your company may actually backfire and you may experience decline in employee satisfaction and efficiency level. Similarly, some people perform a lot better when they are left on their own to figure out how to get the job done while people from other cultures may find themselves groping in the dark unless the manager defines a clear roadmap for them on how to do their job.

Solution:

Speak with people from different cultures individually to discover what motivates them and what extent of manager intervention is acceptable to them. Come to common grounds with them on the expected results if their suggestions are implemented and observe the impact.

Final thought

Managing multicultural teams isn’t faint hearted. It requires learning, due diligence, and diplomacy. As the old saying goes: If you want to be understood, seek first to understand.

If you don’t wish to deal with the challenges of managing a culturally diverse team, consider outsourcing functions that are not core to your business, such as Multilingual customer service. Multilingual Call Centers are adept at managing people from different cultures. They understand how to reconcile these cultural differences and make everyone on the team chase the same goals despite the opposing views.

Source: https://livesalesman.com/top-5-challenges-and-solutions-for-managing-multicultural-and-multilingual-teams/

Publish Date: October 17, 2018 5:00 AM


2021 Buyers Guide Outsourced Contact Center Services

Page: 1234
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)

4.) 
Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.

5.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

6.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.

7.) 
Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.

8.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

9.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business

10.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.

11.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.

12.) 
CallForce

CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market

13.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

14.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)

15.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)

16.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.

17.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support

18.) 
Consilium Software

Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
• Cisco CVP VXML application development with PCI compl...
(read more)

19.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting

20.) 
Costa Rica's Call Center

Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
 
Page: 1234



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