As an entrepreneur, you probably already know how important communication is when it comes to building a strong business partnership. When two organizations communicate with one another regularly and clearly, they’re assured that one another’s expectations are being met. It also helps them avoid potential conflicts.
However, cultural differences can complicate outsourcing arrangements. When you’re working with a bilingual call center, remember that they process your messages according to their own cultural context. Intercultural communication often breeds misunderstandings. This means you have to adjust your communication techniques by considering the cultural traits of the person you’re talking to.
Once you become familiar with the culture of your customer service provider, you’ll be able to set goals together. It then becomes easier to achieve these goals, as you and your provider would be able to understand one another completely. To help you with this, here are five tips for effective communication with an outsourcing company.
1. Specify your requirements.
As much as possible, always be specific when communicating your standards, objectives, and requirements to your provider. It helps to have a document that enumerates all these aspects and explains them in detail. This would give your outsourcing program a clear direction that both you and your contact center must work toward. Some of the things you should emphasize are your service level agreements, the channels to be used, the brand image to be projected, as well as quality monitoring metrics to be used.
2. Be objective.
Refrain from injecting your personal biases or emotions when discussing work-related matters with your bilingual call center. Disagreements may be inevitable, but be sure to express your ideas in a professional manner. Avoid negative statements such as “You’re wrong” or “I don’t like your suggestions.”
Instead, voice out your insights in a tactful but straightforward manner. Always remember that your business partnership is at stake during these situations. Treat your provider as a trusted friend, but be prepared to stand your ground if you disagree with them.
3. Respect cultural differences.
If you want a truly smooth-sailing relationship with your provider, exert an effort to discover more about their culture. Familiarity with your business partner’s cultural practices is a prerequisite of effective intercultural communication. Respect the differences you may encounter. Don’t impose your own beliefs and traditions, and always keep an open mind when communicating with your provider.
4. Communicate regularly.
To keep track of your customer service program, make sure to communicate regularly with your bilingual call center. At the onset of the partnership, establish a communication method and schedule and stick to it. One of the best ways to manage your outsourced project effectively is to maximize the use of video calls. For matters that aren’t too urgent, you may use email instead. Just be sure that each interaction is productive and relevant.
5. Provide feedback.
Providing feedback to managers, team leaders, and agents can have a huge impact on their efficiency and productivity. For instance, complimenting them for a job well done boosts their morale and motivates them further to perform better. On the other hand, constructive feedback will encourage them to improve aspects that must be optimized.