U.S. Call Centers Can Learn from Offshore Operations

Published on:
12 September 2006 at 10:21 a.m. ET

Written by: Unknown Author –

http://www.insidearm.com/news/00020807-us-call-centers-can-learn-from-offshore-o/

Despite many issues that arise when call center work is shipped overseas, a columnist for the Business Journal of Milwaukee points out in a piece today that U.S. call centers can learn a thing or two from their offshore brethren.

Most of the lessons lie in the realm of customer interaction and satisfaction, something lacking in many American agents. Among the recommendation laid out in the article, the author says that overseas agents often ?seem to have clear standards to be extra friendly to their callers, including using their customer’s name frequently.?

To read the article, visit U.S. Call Centers Can Learn from Offshore Operations.