Tuesday, January 25, 2011

Call Center Communication Model - Communication Competencies in Cross Cultural Settings

Call Center Communication Model - Communication Competencies in Cross Cultural Settings

The implication of globalization means that individuals who come from different cultures and possess different levels of language competence will require specific strategies that can help them achieve effective communication. The core competency in a call centre, is communication, but here just good language command is not enough but an awareness of major cultural differences between agents and call recipients, is essential to make interaction easy.

Call centre communication is a dynamic two-way, multiple-influenced translation process. The process is complex and various in that industries send and receive messages via multiple language and cultures in different business and social environments. These critical skills enable the agent to be open to differences for interaction to achieve positive outcomes in cross cultural business transactions. A call centre agent has two dimensions in her ability to communicate, that is interpersonal dimension and an intercultural dimension.



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