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Dhari Khalid Alhathal
General Manager of Business and Customer Service
0
MEMBER
Selha Karabulut
Marketing Manager
38
EXECUTIVE MEMBER
Cansu Kizir
Product Owner - TOBi Chatbot
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EXECUTIVE MEMBER
Aymen Ismail
Head of Customer Engagement Solutions
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Article : The Global Community

Modern telecommunication and the adaptation of VoIP have pushed the boundaries of customer service to a global level. There is no way to tell if the person we are speaking to might actually be thousands of miles away when calling for service or information. But can the multitude of diverse cultures make a difference in the service we receive?

Greg Beaver
Vice President Customer Services
United States

"I have noticed a hue difference. I always make a point of asking call center associates the location of thir center and they always tell me. I have noticed eastern countries seem to have a more "automated" tone and approach to trying to be friendly and engaging. The typical, Thank you Mr. X and how is the eather n X," seems very insincere. When there are problems there seems to be a lack of empathy and sincerity and it has the feel of a cold experience. Apologies seem hollow and the escalation is never an easy process. I do not for one minute believe the individual is any less capable but voice inflection and manerisms do not give me thefeeling the company really cares about me as a customer."

 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Nothing noticeable"

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"In my opinion the service provided by an agent has very little to do with their culture. It has everything to do with the level of engagement of the people providing the service. These levels of engagement can be high or low regardless of the cultural background. The idea that someone from India provides worse service that from someone down the street is a myth. Engagement, training and proper access to solution oriented tools are key to good service, not culture."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"I find in the last five years that the customer service has improved greatly from what it had been. The agents are much more courteous and more informed on the products that they sell."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"Yes. We all come to an experience with our history. In lieu of being trained continually in the company culture and how the company wants us to represent it, we revert to what we brought to the party. Different cultures have different attitudes towards service and customers. I won't generalize here, but I will say that it's critical to know what kind of customer experience you'd like your company to be known for and be sure to hire and train in alignment with that. Otherwise, you get what you get."

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Grace Heny
Director
168Solution
Indonesia

"Yes and no. I believe everybody require first resolution as the main expectation, but soft skill and courtesy is very vary widely from one culture to another."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"I have had several calls recently with agents from American Express, and it's obvious the call center is in India. When dealing with cultures unfamiliar with my own, there is a lack of awareness of what is important to me based on the vocabulary and voice tones I choose, and there is a total lack of sincerity in a monotone scripted apology that disturbs me even more."

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Mexican-Americans tend to be more service oriented than Euro-centric Americans. I find I.T. support from India and the Philippians to be friendly although sometime the language barrier is difficult."

About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Cultures can play a part but in the U.S. I think most are aware of custom and do a decent job in responding appropriately."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"I have just completed 3 weeks in New Zealand and found all the people that I have dealt with (primarily from the tourism industry) to be genuinely passionate about making the touring experience as positive as possible. I believe that in all cultures there are people who have a passion for what they do and the important thing is to find those people."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"asians are far more subservient and service ready than europeans or americans"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (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
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Today's Tip of the Day - Security Is A Human Need

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

Published: Wednesday, September 16, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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