Call-Center and Mistranslation.
*Lack of language skills
On one hand, the employee’s accent has to be easy to understand for your customer. You can achieve that by resorting to accent neutralization training. On the other hand, the employee has to be able to understand the caller perfectly as well. This is essential and they must be able to communicate effectively to avoid any mistranslation.
*Lack of training
Employees need to have sufficient knowledge of the product or services involved that they are selling, all the more if they are not available in their home country. It is important that they are experts of your industry, not to rely too much on scripts, and are able to manage efficiently the requests of the clients who are calling to avoid mistranslation or misunderstood.
Many behaviors your clients expect from a customer service employee (extra-politeness, empathy, etc.) are not common among foreign employees. You have to train them so that these behaviors become natural for them.
In some countries, the wages are low, which can be attractive. However you also have to take into consideration the government stability and the economic situation to make sure that hiring employees from those countries will not affect your business in the long term.
*Lack of security
The call center should have security guards on-duty 24/7 to provide a safe workplace for employees and to protect your data. You should also have the employees sign a nondisclosure agreement.
If you are planning on outsourcing your call centre overseas and need documents translated, call LingoStar today or send us an email for a free quote! Here we have qualified translators from all over the world able to work on any kind of document and we can provide language services in over 100 languages as well as English.