Offshore Call Center to Upgrade Your Business

Achieving the ideal balance between personality and professionalism in a contact center team can be a challenging feat that cannot be left to chance, as it requires a considerable amount of effort, planning, and implementation of effective strategies and protocols. All these best contact center methods and training programs can facilitate the growth and development of individual agents and the team as a whole, regardless of their location and cultural background. In essence, creating a conducive environment that empowers agents to excel in their roles and deliver exceptional customer service demands a thorough groundwork and the implementation of robust systems that facilitate seamless communication, collaboration, and continuous improvement.

Tip #1: Implement Regular, Consistent, and Relevant Training for Outsourced Agents

When it comes to outsourcing agents, training is a crucial element that cannot be overlooked or approached with a set-it-and-forget-it mentality. For training to be effective, it must be consistent, frequent, and tailored to address specific skills that enable call center agents to deliver exceptional customer service. This entails going beyond imparting technical knowledge and focusing on developing essential soft skills such as active listening, empathy, and resourcefulness, which are the foundational blocks to agent success.

In addition to honing these skills, training should also cover cultural differences, brand voice, and the utilization of innovative tools that empower agents to resolve a wide range of issues and provide customers with a positive experience. Traditional training methods that rely on repetition and attempting to cover every possible scenario are not always effective, especially when certain situations occur infrequently. This approach often results in agents forgetting techniques or failing to acquire new skills, which can negatively impact their performance and the customer experience.

Therefore, training should be an ongoing philosophy that emphasizes continuous learning and encourages agents to be resourceful, adaptable, and proactive in handling unexpected and unforeseen situations. By equipping off shore call center agents with the right information, tools, and strategies, answering services can create a dynamic and flexible environment that promotes agent growth and development, which ultimately leads to improved CSAT and loyalty.

Tip #2: Train International Agents Effectively to Meet U.S. Standards and Beyond

Despite the misconceptions and stigmas associated with nearshore and offshore call centers, international agents are highly qualified and possess unique skills that give them a competitive edge over their U.S. counterparts. However, to ensure seamless integration into U.S. call center operations, it's crucial to provide international agents with rigorous and consistent training on the necessary tools and language capabilities.

Additionally, to excel in delivering superior CS, international agents must be trained in additional soft skills, such as understanding customer profiles and consumer demographics, U.S. cultural nuances, and the brand voice of the company they represent. By providing comprehensive training on these aspects, answering service providers can equip their international agents with the knowledge and skills required to meet U.S. standards and surpass them.

At Helpware, we pride ourselves on our highly trained and skilled outsourced agents who have undergone extensive training in all aspects of call CS operations, including customer experience. As a result, our clients can expect nothing but the best from our international agents, who consistently exceed expectations in delivering exceptional customer service. Furthermore, we have two effective programs for professional and personal development specially tailored for our agents and in-house employers who want to enhance their leadership skills and not only.

Tip #3 Prioritize Your Company's "Brand Voice" in Outsourced Contact Centers

To be considered a top offshore provider, it’s necessary to understand that the responsibility of training agents on soft skills and cultural awareness lies solely with the contact center. When a client approaches an outsourced contact center for training on brand voice, products, and policies, there is already an expectation that the agents possess basic call center experience, soft skills, and the ability to communicate with customers. Therefore, companies need to prioritize training agents on how to understand a company's voice.

Another crucial aspect of training is in-person training. On-site training, where teams outside the U.S. can directly engage with the company's training staff, is much more successful and meaningful. Companies can expect a training return on investment (ROI) by conducting an initial onboarding visit, followed by recurring follow-up calls and video conferences.

At Helpware, we believe that the most effective training approach is consistent and frequent, with a weekly or monthly component. This approach allows agents to discuss updates, challenging situations, or scenarios that were never considered during the training. By working together, the whole team benefits, and they can ask questions and solve problems to find the best approach.

Tip#4 Developing Empathy and Understanding: Training Outsourced Agents for Customer-Centric Support

In the world of customer service, the most successful agents are those who can understand and empathize with the customer's perspective. When it comes to training outsourced agents, developing empathy and understanding should be a top priority.

Regardless of who is providing the training, whether it's the offshore customer service vendor or the company they represent, the training should focus on putting the agents in the customer's shoes. Understanding the client's experience and learning to approach each situation with sensitivity is crucial in solving problems and building relationships. It's important to train outsourced agents to reflect the values of both the company they represent and the clients they are serving.

When training outsourced agents, soft skills should be emphasized. These skills include active listening, effective communication, and problem-solving. Situational management is also a key skill that should be taught to outsourced agents. They should be trained to handle a variety of situations that may arise, including difficult customers, language barriers, and cultural differences.

De-emphasizing rote learning is also important in training outsourced agents. While it's important to provide them with the necessary information, it's equally important to teach them how to apply that information in real-world scenarios.