Global Call Centers
Achieving Outstanding Customer Service across Cultures & Time Zones
Nicholas Brealey Publishing, 2004
Category: Global Business
To establish an offshore calling center, focus on finding a location, providing training and bridging cultural gaps.
In this summary you will learn
- How to establish a successful offshore call center
- What elements most influence your customers’ experiences with your call center
- How to train call center agents
- How to work with the cultural aspects of offshore call centers
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Why you should read Global Call Centers
Author Erik Granered makes a sincere effort to bridge the gap between two distinct bodies of business expertise: what it takes to establish an offshore outsourcing endeavor, and what it takes to operate a successful call center. This is a unique volume because it appeals to the strategic concerns of both corporate decision-makers and call center executives on the front lines. Overall, however, Granered focuses more on practical applications than on strategic issues. He acknowledges correctly that his treatment of broad cultural issues may sometimes sound simplistic. Even so, getAbstract.com finds his book a useful addition to any library on offshore outsourcing, and strongly recommends it to managers and executives who are interested in outsourcing or call centers, or both.
About the Author
Erik Granered is a former developer and trainer with an international company’s European, Middle Eastern and African customer service operations. He is a consultant for Corporate University Enterprise, Inc., an educational consulting firm in Falls Church, Virginia.
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