3 Areas to include in your cultural awareness training

3 Areas to include in your cultural awareness training

Faith Ocampo Published on May 26, 2016

diverse-employees-in-cultural-training-workshop

For call centers, the key to global dominance is multiculturalism.

Our modern world, one wherein distance and time gaps are irrelevant, empowers global brands. Largely aided by technology, globalization provides businesses a rich array of opportunities—from a far-reaching influence to a stronger branding. It’s safe to say, therefore, that entrepreneurs are in a niche conducive for building a globally recognized legacy.

What the training must cover

These brands, however, don’t work alone. Most of them commonly offshore their customer service to a contact center. For this partnership to be successful, call centers and brands must set their sights on the same business goals, among the most important of which is cultural awareness.

Brands can no longer ignore the fact that they must embrace diversity, now that the web allows people from all backgrounds to meet and interact. It’s good that most businesses are already thinking along these lines. They’re starting to breed a culture out of cultural sensitivity, and that’s a big leap forward. But are their call centers able to do the same?

diverse-employees-colorful-clothes-posing-together

Call centers must always be able to make good impressions, being the frontline organization that directly caters to customers. Even one mistake can be costly, so promoting multiculturalism must be their top priority. Most outsourcing companies start by conducting a cultural awareness training among employees. This way, their agents know what’s expected of them from the moment they become part of the contact center.

The basicsmulticultural-employees-in-workshop

Customer centricity dictates that brands and their call centers know who the target customer is. Understanding the customer, however, isn’t limited to knowing their basic demographic traits, such as age, gender, or employment background. To personalize your services, you must appreciate the culture the customer is part of. Identify the customer’s location as well as the common practices that are unique to their area. You may not think these things matter at first, but this would help brands and customers find a common ground.

Languageethnic-eomployee-in-training-with-boss

There’s a reason why multilingual call centers rose to popularity: they empower global brands by allowing them to connect to multiple market sectors. Aside from this, the highly diverse environment in these organizations is a big advantage. Operating in such a dynamic environment, agents gain instant exposure to a hodgepodge of cultures. Their everyday interactions thus become a form of practice, shaping their intercultural communication skills and their ability to relate to others.

Unacceptable expressions

boss-employees-in-serious-meeting

Your cultural awareness training should cover the common expressions, gestures, or terms that may be acceptable for some groups but are offensive to others. That said, comparing cultural values is also a must. This is one way to communicate effectively and overcome language barriers.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO5 hours ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO
Open Access BPO2 days ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO3 days ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO