The University of Chicago and Zendesk a call center software company did a

The university of chicago and zendesk a call center

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by sending them outside of The United States. The University of Chicago and Zendesk, a call center software company, did a survey on call center in the United States verses outside of the United States. The made the survey based on a satisfaction rating, 1-100, 100 being extremely satisfied with the outcome. The results showed favoritism to the call centers within the United States, a 20% difference in customer satisfaction. Callers said they had a difficult time being able to understand the agents, which led to frustration, and a longer drawn out process of being helped (Khan, Rodrigo, & Koku, 2011). One of the main challenges with international call centers a business may be using is lan- guage barriers, lack of understanding culture, and also the lack of customer satisfaction. In order to avoid these challenges between customers and agents, it is essential to find the right fit of peo- ple for a call center. When creating an offshore call center language can decrease the communi-
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FINAL RESEARCH PAPER 6 cation between agent and customers. Although they can make sure they hire people who speak english, a thick foreign accent may hinder the communication between the two. Some customers may not be as patient with other, ultimately bringing customer satisfaction down. On the other spectrum, agents may not understand phrases and different ‘slangs’ customers from different countries may use. This can block the agent from fully understanding the customers problem or question. With having the call centers far removed from the home base, this can hinder the prod- uct knowledge of the agents. This can create distrust and lack of confidence with the relationship with agents and customers (Dowling, Festing, & Engle, 2013). Good communication and understanding basics of the culture are essential parts of keep- ing both high customer satisfaction and customer service. When agents clearly understand the knowledge of the product, while also taking pride in those products, they are able to perform with confidence all while gaining the trust of customers (Jabs, 2013). Social Media The influence of social media over the last 10 years has truly taken over the world. Whether it be in a persons personal life or a work life, social media is now everywhere and it plays a major role in current and future businesses. Both the internet and social media play a ma - jor role in the success or failure of a business. Many different platforms of social media have now replaced the physical being of one another in order to communicate. Social media can be used to build a brand and engage customers by distributing content through virtual interactions. Now that there are numerous lines of open ended communication, business are able to use these tools to gain feedback, communicate, and listen to their customer in ways they have never previ -
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FINAL RESEARCH PAPER 7 ously been able to. Global and local businesses now have the world at their fingertips. It is the fastest and easiest way to spread information quickly, whether it be on a large scale or small scale (Jones, Borgman, & Ulusoy, 2015).
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