Successful Outsourcing Means Understanding the American Culture
There is a different kind of training implemented to workers in the Indian BPO industry and it is more than just your usual accent training.
Communication skills in the outsourcing industry is now turning into the "art of small talk" as outsourcing workers are trained to provide a deeper understanding of American culture ranging from the "slang" talk up to the political situation in the country.
Aside from that, there are also some specialized training which focuses on different things like the following:
-understanding American sarcasm
-lessons in American 'football'
-weather charts about climates in different countries
-tutorials to understand the current political situation in the US
These training programs are aimed to help Indian workers in understanding their US clients and at the same time provide better services. After all understanding and knowing your clients is the next step towards better outsourcing services.
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What I suggest you should send your few core staff to those country for atleast one month to work with that company whom you are going to outsource as soon as you finalize the outsourcing deal. Your staff will be able to understand and learn the culture of particular countries in more details as well their working environment.
Comment by Outsourcing Hosting Support on October 19, 2006 6:16 am