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CI-CD Centre for Inter-cultural Development
Customer Service Training for Contact
Centres in
If you are
a Western company outsourcing customer services in
If you are an Indian IT/BPO company, you will equally
want to be best-informed about the latest tried and tested training materials
that will equip your company to achieve customer satisfaction levels that
demonstrably match the levels of Western call centres, and so gain significant
competitive advantage in the Western market (and better survive the ‘credit
crunch’).
Thanks
to funding by British Telecom in 2007, on behalf of all Western companies
offshoring in
For Senior Managers of Western companies outsourcing
in
§
access the most
authoritative linguistic research on the causes of ‘C Sat deficit’ from Indian
call centres
§
discover the
crucial competences missing in most ‘soft skills’ communication training
offered in
§
enhance training
for both ‘freshers’ and in-service CSRs to meet Western customer service
expectations
§
operationally
manage the conditions for maximising effective impact training ‘roll-out’
across a floor
§
discover ways to
accurately measure performance in (a)
skills improvement (b) C Sat levels
§
equip your
Western managers/trainers for effective expatriate working in the Indian cultural context
§
supply Training
of Trainers with what they need most, to make training relevant, credible and
effective, including (a) a report analysing the specific difficulties
encountered by Indian CSRs in meeting your customers’ needs
(b) customised professional DVD training
aids, selected from your own company’s authentic call recordings
For Senior Managers of Indian IT/BPO contact centre
companies: CI-CD helps you
§
win a leading
reputation in the West for providing top quality contact service – vital to
surviving the ‘credit crunch’
§
understand how
it is intercultural skills (not merely language/accent skills) that are the key
to achieving high customer satisfaction rates in UK/The West
§
provide training
that attracts and retains
§
use AICC tests
of ‘trainability’ in communication skills at recruitment – and so reduce costs
of wasted training
§
up-date content
and methods of your existing ‘Voice/Communication, Language/Cultural Alignment’
training
§
find out how
AICC has been tried and tested by trainers at
§
discover the
managerial conditions for roll-out success: the steps of innovative leadership
and ‘performance support’ by TLs, Quality staff and Managers that will maximise
effectiveness of customer service training
For Indian Heads of Training, Quality
Controllers/Analysts, TLs, Coaches: CI-CD provides
§
tools for
checking on the success or failure of customer service calls, and analysing the
quality of communication
§
a complete set
of ‘Language and Communication’ materials for up-skilling ‘freshers’ and
existing Agents/CSRs in Language-based
skills (ie, grammar, intonation, idioms)
§
a complete set
of ‘Intercultural Communication’ skills needed for successful service delivery
in the West – ie. Linguistics-based
skills (rapport-building, empathising, resolving irritation/frustration,
etc), with training DVD of real calls, with content, analysis, methods and
background information in a comprehensive Trainers Manual
§
practical
exercises for use in formal group
training, and in individual coaching
of intercultural communication skills
§
agendas for
informal team intercultural on-going development workshops organised by TLs
§
ways to
accurately measure training impact (skills improvement) and levels of customer
satisfaction rates
STEP
ONE: for both Indian and Western managers, click on to the Research Report
which shows the scale of Western
consumer alienation from Indian contact centres in 2006-09, as well as the
research on its causes:
à Research Report: Media evidence of UK and other Western customer
dissatisfaction with Indian call centres; the linguistic cause of the
problem; the training solution (extracts from AICC Training Handbook)
à Executive Summary: What is AICC for and about?
(2-page extract from AICC Handbook Preface). Describes the new research
commissioned by BT into the nature and causes of Western ‘C Sat deficit’.
à AICC Training Handbook: Contents page and
Criteria for Accreditation (for an overview of the topics / skills
covered by the 12 Modules of AICC and competrence criteria for achieving
Bronze, Silver and Gold Certification).
STEP TWO: for
accessing and applying the AICC training scheme:
For Indian
contact centres in partnership with Western outsourcing companies, CI-CD
offers many options, eg,
§
providing a linguistic analysis of a sample of your
company’s calls, with a fully detailed diagnostic needs report
§
creating a powerfully credible customised training
DVD, built from real call recordings, with trainer’s manual giving full
analysis of each call, together with exercises for using the DVD interactively
to optimum impact
§
supplying the AICC training scheme in E-learning
format for individual self-development via Intranet
§
training existing trainers (Indian and Western) to
how to deploy AICC in formal group training – both in ‘fresher’ courses and for
in-service roll-out projects across whole floors – service available in
§
training for Indian TLs, Quality Controllers,
Coaches in how to give performance support ‘on the floor’, assess call quality
accurately, and liaise supportively with trainers
§
designing tools for accurately measuring ‘soft skills’ training impact + metrics for
monitoring comparative levels of Customer Satisfaction
§
training for Indian recruitment managers in predictive
testing of CSRs’ communication skills, to reduce attrition rates
§
cultural awareness and communication skills for
Western managers assigned to change manage or to conduct Customer Relations
training in
§
consultancy for Indian and
à Click to see the full range of CI-CD Services for applying AICC
in training in
à For Western Managers assigned to Training or
Joint Project Managing in