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Episode 29 | How to Overcome the Challenge of Cultural Differences with Your BPO Partners
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Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultural localization to improve customer support.
"Culture is a huge factor in the way teams collaborate both within themselves and with you as a client. Understanding the cultural differences in how they approach teamwork is very important. These ideas of cultural differences involve training them to empathize with the client and understand their situation in the context of where they are in their journey." - Karla Kannan
In this episode, Karla explores the challenges of managing a diverse team across different cultures, stressing the importance of understanding these differences to enhance team dynamics and customer service. She highlights continuous training as key to empowering agents with the empathy needed for client interactions. The conversation also covers the strategic benefits of partnering with BPOs, including scalability, cost-effectiveness, and the advantage of cultural localization for improved customer support.
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