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BPO cultural alignment

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South Africa is a popular BPO destination for international companies to outsource their business services. We currently serve markets such as the UK, USA, Australia, Germany and more. New international markets bring great new job opportunities, but also means communicating and assisting people who may have different cultural values and expectations.

Cultural differences can be positive and negative. Mannerisms that are accepted in one country may not be as well accepted in another.

These golden rules apply when serving people from cultures anywhere in the world:

Good Manners

Good manners will bridge any cultural gap. If you don’t have them, you need to learn them quickly! Too many experiences fall apart because of poor manners.
Customers don’t only care about how much you know. They want to know that you care. If you want to have an edge then your level of “care” must go beyond good manners. Be willing to serve. Forget ego.

Change

BPO is all about technology at internet speed. This means we have to keep up and be open to change. Embrace it!

Listen!

The world of customer service floods us with information but you have to focus on the vital message. Customers are the lifeblood of any organization and you need to develop the skills that will make you useful to them. Listening skills are one of the most important skills worth acquiring.

Written by: Nadiem Fredericks, General Manager: Quality Assurance: Innovation Group Business Services

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