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AICTS Seminar Briefing for Directors /
VPs of contact centres– India, February 20th 2007
Where / When?
The Radisson, Delhi – 20th February 2007 9am – 1pm (IST)
Taj Residency, Bangalore – 23rd February 2007 9am – 1pm (IST)
A newly developed, pioneering customer service accreditation for
Indian contact centres – the Advanced Intercultural
Communication Training Strategy (AICTS) - is being presented to
HR Directors and VPs of Operations (contact centres) in two
half-day seminars.
AICTS accreditation is already recognized by the UK’s largest
outsourcer to India. Western companies are increasingly seeking
out Indian contact centres which can demonstrate capacity to
meet to highest levels of customer satisfaction among western
consumers.
It is widely recognized that Indian contact centres are among
the best in the world when it comes to scripted calls e.g.
ordering products, cancellations or reading bank statements. But
difficulties come when conversations are more complex, such as
billing or delivery or technical help enquiries. In these
instances UK customers commonly become frustrated and irritated
– indeed, often emotional and irrational.
If CSRs do not have the skills to resolve such feelings by
communicating empathy and tact in a natural-sounding manner,
customers become bewildered, uncertain and alienated.
AICTS accreditation holds the key to delivering brand-friendly,
‘personalised’ user-friendly customer service from Indian
contact centres to western consumers. Diversity Works and Launch
Offshore have jointly developed this unique training strategy
which:
• Screens CSRs for their cultural adaptability at the
recruitment stage
• Equips CSRs with essential intercultural communication ‘tools’
for handling calls
• Coaches, monitors, measures and eventually accredits CSRs over
12 weeks
Key AICTS objectives are:
(angel) to develop intercultural communication skills,
especially to identify unexpressed and unobvious
exasperation/irritation ‘between the lines’ in calls with UK
customers;
(b) to be able to resolve or repair any such feelings
immediately and effectively in a conversationally interactive
and natural style;
(c) to avoid/prevent subtle misunderstandings from usage or
speaking style that damage customers’ confidence in the
reliability of a client’s services;
(d) to be ‘user-friendly’ and adaptable to different customers’
communicative styles, so as to actually boost customers’ loyalty
to the client’s brand image.
AICTS involves specially trained British-born or Bi-cultural
Indian AICTS trainers, working alongside Indian trainers and
managers in recruitment, training and on-going skills
development on the floor. They help source, train, monitor and
coach CSRs, equipping them with the communication skills vital
for meeting western customer expectations, and so becoming
accredited as fit to represent the brand names which outsource
to India.
To find out more about AICTS come along to our half day seminars
for HR Directors and VPs of Operations. To register please email
MinT@launchoffshore.com 00447922872335
Background
AICTS has been jointly developed by Diversity Works and Launch
Offshore. Over the last 12 months the two companies have jointly
researched in detail the causes behind UK companies withdrawing
from India and general dissatisfaction through industry events,
client interaction and first hand experience. Detailed
questionnaires have been issued to Indian CSRs and hundreds of
‘difficult’ ‘frustrated’ calls have been analysed.
It is from this new research, combined with client
implementation experience, that the AICTS accreditation scheme
has been developed.
About Diversity Works
Diversity Works is a specialist intercultural training company,
long experienced in helping managers and their staff work better
with overseas suppliers, partners and clients. Diversity Works’
director John Twitchin produced over 100 (many award-winning)
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