Brand Value Orientation: Every brand has an own ethos. An offshore staff needs to embody your brand’s values in order for them to truly connect with your customers.
Product and Service Knowledge: Having a thorough grasp of your offers enables the team to respond to client problems more skillfully and, when necessary, close deals suggestively.
Training for Cultural Sensitivities: As we discussed in our previous part, communication is viewed differently in different cultures. Closing this gap is essential.
Technical Proficiency: Make sure your team has the resources they require and that they know how to use them.
Improvement of Soft Skills: Communication and empathy are two areas where soft skills distinguish between a mediocre and excellent customer service encounter.
Frequent check-ins and feedback sessions: Positive criticism helps to reinforce best practices while also assisting in error correction.
Possibilities for Upskilling: Technology and the world are always changing. Providing chances for continued education keeps your staff on the cutting edge.
Acknowledgment and Incentives: Honoring accomplishments, no matter how minor, promotes drive and a feeling of community.
Use a Blended Learning Methodology: For a holistic learning experience, combine online instruction with practical training.
Promote Peer-to-Peer Education: Peers can frequently provide very helpful advice and insights.
Keep abreast on market trends: Your team will always be ahead of the curve thanks to this.
Overload Information: Pace the instruction to guarantee comprehension and retention.
Ignore the Team’s Feedback: Their firsthand knowledge can provide insightful viewpoints.
Don’t Undervalue the Power of Soft Skills: They are just as important as technical proficiency, if not more so.
“Training is everything. The peach was once a bitter almond; cauliflower is nothing but cabbage with a college education.” – Mark Twain, Writer and Humorist.
Twain’s words highlight the transformative power of training, turning potential into prowess.
“To win in the marketplace, you must first win in the workplace.” – Doug Conant, Former CEO of Campbell Soup.
Conant’s emphasis on nurturing employees as a pathway to business success reinforces the idea that a well-trained, well-cared-for team is your best asset.
Forming a team is only the first step. They must be continuously trained and cared for in order for them to become brand ambassadors. In the next installment of our series, we’ll concentrate on the technological advancements and technologies that might increase the effectiveness of your offshore customer support team. Using Staff Domain as a strategic partner makes the process of hiring and achieving excellence in management easy.
Justin Pavsic, Co-Founder and CEO of Staff Domain, is an innovative leader in offshore outsourcing who has transformed an industry–once defined by cost-cutting–into one prioritising positive employee experiences and organisational culture.
Since founding Staff Domain in 2018, Justin has driven the company’s rapid global expansion by hiring and offshoring top talent from the Philippines and South Africa. Known for his calm demeanour and quick problem-solving skills, his deep understanding of building and leading international teams has made him a trusted advisor to hundreds of companies globally.
A true global citizen and business leader, he founded and led companies in Papua New Guinea, Australia, and the United States, and now extends his impact to the Philippines and South Africa. Seeing how great job opportunities positively impact people’s lives, his central mission is to uplift communities through education and employment and help connect global companies with highly-skilled talents.
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