The challenges of a global contact center

In order to handle calls successfully, a global contact center needs its agents to have a background in multiple products and to understand multiple cultures.

As companies go global, one of their central challenges is effective contact center management. Agents may need to be trained in multiple product lines or serve customers in a variety of countries.

Routing calls to the right agent with the availability and skills to handle the call becomes a complex task. Agents need to understand customers' preferences and expectations and be able to bridge language or cultural gaps. Routing calls efficiently and to agents with the right knowledge has to happen seamlessly, without customers' need for speed being compromised.

A global contact center can handle these issues in two ways. First, they try to address the cultural challenges that can arise from having agents handle calls that may come from multiple countries. Second, they try to address the internal operational issues that handling multiple product lines, countries or even company units may pose.

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