Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Nuryanto -
Head of CSM Operation
1
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
46
MEMBER
Maharani Maharani
Strategy Asst Manager
25

Article : Does Culture Affect Customer Service?

When it comes to customer service, different parts of the world may have different views on what it constitutes exactly. We asked industry professionals if they had noticed any differences in customer service by people from different cultures.

- A survey by Joss jalbert, ContactCenterWorld.com

Arnold Ward
Management Consultant
Canada

"I haven’t noticed differences from a cultural perspective as much as I have noticed a difference from language or speech perspective. Regardless of the cultural background, when the agent you are speaking to is not clear, hard to understand, or speaks with a very strong and unfamiliar accent, it is an added challenge to providing good service. I have been called by sales agents, and for the life of me, I don’t understand what they are selling. They are obviously reading a script as they are speaking very fast and they want to ensure they tell me everything before I have the chance to say I am not interested. I respect those agents, as their job is not an easy one. In a lot of cases they have to be good at dealing with rejection as most of the time they will not have a successful sale at the end. However, there is a greater chance of "no thanks" if the person you are talking to, does not understand what you are telling them."

 
Toshiko Ikawa
Supervisor & Trainer
Fujitsu
Japan

"The phrase "The customer is a god" is in Japan. I think that the service industry of Japan fills the customer requirement politely and kindly like the above-mentioned phrase. However, there is what felt in friendly more rather than the politeness in the service of other countries. For instance, the operator of the service industry says, "Thank you for your calling" without fail in Japan. However, I often hear, "Have a nice day" in another country."

About Fujitsu

Fujitsu is a provider of customer-focused information technology and communications solutions for the global marketplace. Since Fujitsu 19 19s establishment in 1935, we have maintained a commitment to... (read more)
 
Richard Blank
CEO
Costa Rica's Call Center
Costa Rica

"In today's highly competitive outsourcing market, a closer proximity to the United States , Central Time Zone and Spanish language capability as an added value are now considered almost basic requirements when making a decision on what call center to use for our clients. Leaving this to chance is not even an option anymore. Many of the offshore call center agents are bilingual in their native Middle Eastern or Asian language which is difficult to the North American ear. Whereas Spanish is more useful and practical as a second language for potential untapped markets throughout the North, Central and South American populations as well as those countries where Spanish is either a primary or secondary language."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a 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... (read more)
 
Nina Kawalek
CEO
RCCSP Professional Education Alliance
United States

"What American callers are most likely to recognize when being serviced by contact centers around the globe, is not cultural diversity, but the effects of divergent managerial philosophies, "management from afar", or hands-off (lack-of-) management practices.

Sometimes, extreme managerial practices are imposed by parachuted-in expatriot managers, akin to cultural ducks out of water, out of frustration. It’s not their fault. Global literacy is a skill learned over years or a lifetime, not days; and local management practices are often best left to local in-country managers. Hands-off management practices are equally doomed, but for a completely different reason having nothing to do with cultural intelligence.

The most successful global outsourcing call centers are those that work with the US call center counterpart as a team. Would anyone hire a qualified new employee, leave them on a college campus somewhere apart from the team, and expect them to be equally successful as their in-office counterparts? No, of course not. Everyone on the team needs to communicate equally as part of the team to be an equally successful contributor. A contact center’s outsourcing services provider needs to be part of the corporate team, too. Including the offshore team members in regular team meetings is a must. Today’s global conferencing technologies have made it possible.

Many companies expect outsourcing to be somewhat turn-key: contract it and watch it work there from over here. That’s just unrealistic."

About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
 
Marcelo Boarin
Contact Center IT Manager
Oi (telecommunications)
Brazil

"Quanto mais competitivo é o mercado, maior a enfase em serviços"

About Oi (telecommunications)

Oi is Brazil’s telecommunications service provider, with a fully integrated nationwide presence and 70 million customers. Oi offers fixed and mobile, broadband, pay TV, data transmission and internet... (read more)
 
Ann Mayer
Ceo
Mayer Consultants Ltd
New Zealand

"I am generalising, but Pacific Island people love to help people and normally give excellent service. Bhuddist people also love to help and therefore give good service."

About Mayer Consultants Ltd

We produce on-line training in all areas of communication skills in the following Debt Collection Sales Customer Service Service Desk
 
Ankur Bhatia
Founder & CEO
Navigant Technologies Inc
India

"Yes, I have noticed difference in service from people of different cultures. As an example, in India, I have seen much better customer service from the people of south compared to north. I strongly feel that culture and heritage play a big role a persons approach and overall service delivery. With my personal experience, I can say that anyone with a strong and healthy cultural background will behave with respect while a person lacking this would show respect to only those he could benefit from."

About Navigant Technologies Inc

Navigant Technologies Inc. International Business Process Outsourcing (BPO) Company We are an International Business Process Management (BPM) Company, with specialization in Demand Generation fo... (read more)
 
Srikanth Sesh
Founder & CEO
SmartConnect Technologies
India

"Yes, the reason I found is due to the fact some people have an inane attitude towards customer service, others are just being mechanical in their approach, hence the output differs."

About SmartConnect Technologies

A unique IP-led initiative, addressing the convergence of omni-channel communications, as part of the various "Experience Management" theories, involving, voice, digital, social, mobility etc. UNF... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 5 More Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Tuesday, April 6, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Surveys

 
1.) 
Pointel

Survey360
Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 35340 
The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1887 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 2323 
Showing 1 - 3 of 4 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =