5 Tips to Improve Your Agents’ Intercultural Communication Skills

Faith Ocampo Published on June 7, 2016

Effective training programs that promote cultural sensitivity have been in demand in recent years, and you can observe this trend across industries.

Mainly, it’s because we live in an increasingly connected world. Today’s most competitive brands set their sights not only on one specific market group but rather on multiple sectors. Therefore, interacting with diverse cultures is inevitable.

OABPO Intercultural Communication training in multilingual call center

A brand’s customer service representatives must be highly competent when it comes to intercultural communication.

To build a lasting relationship with customers from all locations and backgrounds, agents must be familiar with culture-specific practices. Plus, conversations must go smoothly, and this can only happen if agents know what topics or remarks must be avoided.

Cultural sensitivity must therefore be made part of your call center training program. It’s not enough for brands to acquire the assistance of a multilingual contact center. The organization they’ll outsource to must also be able to adapt to a multicultural environment.

For a successful cultural awareness training program, pay attention to these pointers.

  1. Build Commitment From All Company Departments

    Everyone in your customer service team—from the executives to the young employees—must be committed to promoting and demonstrating cultural awareness. A strong internal framework that puts multiculturalism at the core will allow organizations to build customer relationships that transcend cultural differences.

  2. Bring in Outside Experts

    intercultural communication trainer helping call center

    For best results, your trainers must be specialists with direct and personal experiences relating to a particular culture. If they were previously exposed to multiple cultures, chances are that they’ve also gained an in-depth understanding of intercultural communication.

  3. Continuously Promote Cultural Sensitivity

    intercultural communication call center agents in training

    From the moment an employee joins a company, train them to adopt a wider perspective when it comes to dealing with customers. Orient them properly about the nature of their task, and what’s expected of them. This way, they can make the necessary adjustments and mentally prepare for their job.

  4. Encourage Questions and Free-Flowing Discussions

    diverse call center in intercultural communication training

    Designing a cultural awareness training program that covers everything your agents need to learn is often impossible. There are too many aspects and information involved in the subjects you’ll be tackling, as cultural awareness is far from being an exact science. To remedy this, Q&A sessions would let you assess whether trainees are ready to handle a customer support position.

  5. Recognize Agents’ Individual Training Needs.

    one on one intercultural communication training

    Each of us has a unique learning style. Some of your contact center representatives may learn through visual methods, others through conceptualization. In most cases, however, the most effective is learning by doing. Whatever the case may be, make sure your call center training adopts a design that works for your trainees.

Globalization has given birth to myriad business opportunities. It’s now easier to diversify and reach markets in many parts of the world, but you can only do this if you have the right skills. By making multiculturalism part of your contact center’s mandate, you can create good impressions and sustain customer relationships.

A premier multilingual firm, Open Access BPO offers smart business solutions for smart business of all sizes and cultural diversity. Contact us today to find out more about our multilingual outsourcing packages.

 

Read More

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.
Join us on facebook
Open Access BPO 10 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 14 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 24 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 24 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 24 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 25 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO