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Article : How Contact Centers Can Best Serve Customers in China & the Asia Pacific Region

If you or your clients are planning to expand into China or other growth markets in the Asia Pacific region, there are a number of issues to consider when offering contact center services.

The first of these is that of language. If you would like to cover all of China, agents should be able to communicate in both Mandarin and Cantonese. If you plan to reach out to the region as a whole, you should include Filipino, Thai, Vietnamese, Korean, Japanese and both Malaysian and Indonesian Bahasa too.

Second, it is important that customers can call in by means of a domestic regional telephone number. Making an international phone call remains a psychological and economical barrier not only in emerging markets, but in established ones like the United States too.



Next, consider the communications channels available to you.

Like us in the West, the Chinese are voracious consumers of social media, but twitter and Facebook are irrelevant in China, whereas Sina/Tencent Weibo, Renren, Qzone and WeChat are not.

Of these, WeChat is fast becoming defacto the standard way to communicate in China, and already boasts a user base of 600m and growing. Furthermore, Its number of international users is also growing exponentially, so a WeChat Channel should be integrated into any contact center activity.

Whilst the concept of the virtual office is nothing new, for western companies looking to expand into China, the benefits of a virtual office versus the costs and risks associated with establishing a real one are particularly attractive. They instantly help bridge the cultural and linguistic challenges associated with overseas expansion.

Those involved in the contact center industry probably already have clients that are using their services as part of their globalization efforts. Rarely do such companies wish to focus on just one market. By offering multi-lingual voice and data solutions, or by teaming up with a company that does, you will be able to add value and help clients grow and prosper internationally.

Doing so, will help customers grow domestically too. After all, there are over one million Chinese speakers in the UK alone. Mindful of the fact that the vast majority of the Chinese population worldwide cannot read or speak English, those companies that interact with them in their own native language stand a much better chance of benefiting from the enormous opportunities afforded by the Chinese market than those that do not.

Finally, when working with your clients with regards to promoting any new engagement channel, it is best to engage in the services of a native speaker for translating purposes, since automated translation tools can sometimes do more harm than good.

Given that China is set to become the World’s largest economy, contact centers that look eastwards will be able to add value both now and in years to come.

In his bestselling book ‘The World is Flat’, Thomas Friedman describes it as a level playing field in terms of commerce, where all competitors have an equal opportunity.

That metaphor is particular apt for those involved in the contact center space.


About CallNovo Contact Center:
Company LogoCallnovo is a provider of multilingual contact center services, offering virtual assistant and remote customer support solutions to businesses worldwide. We specialize in helping companies enhance customer experience, drive operational efficiency, and expand their global reach. Our team of skilled professionals delivers exceptional customer service in multiple languages, catering to diverse industries such as healthcare, e-commerce, IT, telecom, and more. Our expertise and commitment to excellence empower businesses to thrive in the global marketplace.
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Today's Tip of the Day - Language Options

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

Published: Monday, May 4, 2015

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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