Title: Developing Qualified Workforce for Call CentreSubtopic:- Training staff on Cross Cultural...

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Title: Developing Qualified Workforce for Call CentreSubtopic:- Training staff on Cross Cultural Communication- Training staff on After-sales Management- Developing customer oriented communications- Improving Script for Training- Training staff on Call Time Management

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Developing Qualified Workforce for Call Centre 
Most of the call representative at the call centre requires knowledge, passion, capability n 
ad competencies to work in a type of global organization. These skills help them in 
leading in performing in such a high cross cultural organization. In order to develop such 
skills special attention should be given to the training program at these call centres. 
Hence, training program plays an important role in developing nad nurturing call 
representatives to develop global mindset which is just the beginning of the journey, 
from working effectively across cultures to contributing fully to virtual teams.
How to Train Staff for Cross-Cultural Communication
Cross-cultural communication defines communication between people from different 
cultural background in various similar and dissimilar ways. It is one of the severe 
obstacle face by all Call centre training program to develop and nurture cross culture 
communication in all the individuals.
One of the main aim of different or cross cultural communication is to provide 
importance to the specific area of inter cultural communication so as to enhance 
intercultural messages. It further consists of three subcategories:-
 Non-Verbal,  
 Oral  
 Written messages.  
In call center most important is oral communication. It is generally easier to study, 
acclimatize and deal with the oral form as each language is unique. The one difficulty that 
comes into play is understanding its written format, “Language refers to what is said, 
Even though, rationally, the same word convey the same meaning but the emphasis, 
stress and the impact put on each word may change the meaning. 
 Example: In the sentence “I would Love to play” and simply by placing the emphases on 
the words I, Love, play, you in just four different sentences changes the meaning. 
It is important for them to understand the rules, regulations and various convention of 
each language so that they can easily communicate with the customers. This will decrease 
the risk of making simple mistakes. If one will give importance to these five principles, 
oral communication in cross culture can improve in dramatic way: 
 Slangs and idioms should be avoided 
 Carefully listening is the key in case local accent is problem 
 Accent and intonation recognition are two vital arms of any communication 
 The local formalities should be given special importance. 
 Culture investigation is important by reading their literature.
People flavor,

Title: Developing Qualified Workforce for Call CentreSubtopic:- Training staff on Cross Cultural Communication- Training staff on After-sales Management- Developing customer oriented communications-...

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