NextStage's staff sociologist has been involved in a multi-year study of debranding. One element of her research involves people's interaction with offshore call centers, something I've written about in Reading Virtual Minds Chapter 2, "What This Book Is About".
A recurring theme in her research has been the customer's inability to understand the call center personnel's English due to a non-US accent. This is actually an amazingly simple problem to solve.
Something to think about, yes?
If there is a challenge to this simple fix, my guess is that it might be a legal one. A company's personnel openly admitting they are missing or lacking something might open that company to litigation. Fortunately (and if you're reading my posts on building a business) you're learning that I know nothing about such things. I'd be interested in your thoughts, though. Please feel free to share them with me personally via email or with readers via commenting here, as you'd like.
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I just noticed that someone had posted a comment to Music, Language and Making Offshore Call Centers More Effective, Part 2. My thanks for commenting on my blog and I had a challenge with this particular post. That blog entry... [Read More]
Tracked on: January 4, 2007 7:45 PM | Permalink to Trackback