Summary of Global Call Centers
Achieving Outstanding Customer Service across Cultures & Time Zones
To establish an offshore calling center, focus on finding a location, providing training and bridging cultural gaps.
Author and educational consultant Erik Granered makes a sincere effort to bridge the divide 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 concentrates more on practical applications than on strategic matters. He acknowledges correctly that his treatment of broad cultural issues may sometimes sound simplistic. Even so, getAbstract considers Granered’s book to be 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.
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
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.
Comment on this summary
Customers who read this summary also read
Ernest Gundling et al.
Princeton UP, 2010
Richard E. Feinberg
Brookings Institution Press, 2016
Profile Books, 2015