Why is cultural awareness training so important for contact and technical support centre representatives? ?
When an Indian or Philippine agent is tasked to assist a UK or US-based customer, a virtual connection is established between two very different cultures. What each expects of each other, both in terms of communication style as well content, may often be different while barriers to successful agent-customer communication are immediately raised. What is causing these barriers to be raised? The answer is culture and the cultural conflicts that occurs as a subtext to the conversation.
Communicaid’s experience in the contact centre industry and, in particular, working closely with centres across India and the Philippines, has show the vital part that cultural awareness training plays in ensuring successful agent-customer communication.
Different attitudes and behaviours are conditioned by culture—values, assumptions and perceptions that are instilled early on in life and are expressed in the way we behave and interact. These cultural influences are so deep that we act upon them instinctively—in everything we do, from the way we stand and talk, to the way we deal with superiors, conflict and decision-making. Since these differences are so deep and intuitive, they can lead to substantial misunderstanding and miscommunication. Nowhere can this be more detrimental than in a virtual conversation between a agent and a customer , where misunderstandings based on culture can make a call succeed or fail.
Communicaid’s Cultural Awareness Training courses will raise the cultural awareness ability of your contact centre staff and enable your organisation to communicate effectively you’re your customers – wherever they may be.
Designed in close collaboration with you and your organisation, our Cultural Awareness Training courses will develop your own cultural awareness and enable you to work more effectively with your international customers.
Benefits
A Communicaid’s Cultural Awareness Training course will provide you with:
- In-depth cultural awareness and understanding of the impact of cultural differences
- The necessary foundation and tools to become culturally competent and intelligent
- A better understanding of the cultural challenges facing contact centres
- The opportunity to enhance cultural sensitivity and competency
- Practical tools to reduce cross-cultural misunderstanding and encourage positive cross-cultural
working relationships
Who should attend
A Communicaid Cultural Awareness Training course will be of benefit to you if:
- Contact Centre Managers
- Trainers
- Coaches
- Contact Centre agents
Course overview
All our Cultural Awareness Training courses are designed to meet the specific needs of our clients depending on their specific requirements and existing skills set. A Cultural Awareness Training course typically includes:
- What is cultural awareness?
- Cultural values and attitudes (time, space, group dynamics, authority, tasks, relationships)
- Communication styles
- Cross-cultural management skills
- Working together across cultures
- Developing cultural awareness
- Language issues
- Tips and strategies for specific countries Cultural Awareness Training course trainer
Your Cultural Awareness Training course trainer will be assigned to you following the results of your diagnostic consultancy according to your objectives and areas of focus. Detailed below is a sample profile. JS
JS is retained by the Department of Trade & Industry to provide British companies with support and assistance in entering and conducting business in India.
During his 25 years with Rank Xerox Ltd., JS established Xerox in India where he set up a manufacturing and marketing joint venture with Modis. Subsequently, as director of international operations for Vax he established a joint venture with Videocon - one of India's leading white goods manufacturers.
From 1988 to 1992 JS was chairman of the then British Overseas Trade Board's area advisory group for south Asia. He was awarded the OBE for services to exports in 1992 and is a Fellow of the Chartered Institute of Secretaries. JS joined Communicaid’s cultural awareness training team in June 2003 and has delivered Doing Business in India courses for a number of our key clients including Danske Bank, Deutsche Bank, GSK, Pfizer, JCB and Rolls Royce. |
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