Implementing a Global Financial Services Onboarding Program for Offshore Call Center Partners

Posted: 12/21/2009

Offshoring any call center in a global setting requires an extreme amount of call center training. An organization’s call center will encounter major gaps in call center culture and leadership if there is not a focus on cultural nuance, culture and training. Properly onboarding and training new call center representatives and management could be the key to future success of the off-shored call center, particularly in financial services. When most people think of call center onboarding, they think of the training for new call center representatives—providing call center representatives with the right resources and tools to allow the customer service reps to begin and continue their call center work successfully. This is true; however, onboarding in the call center stretches beyond the initial stages of hiring a new call center representative. It includes the extension of call center training for call center representatives and call center managers weeks, months and maybe years to maintain the training and learning process that results in continued call center productivity for the call center representative and the call center organization as a whole. It is important to remember that in order to have a call center representative feel like he or she is part of the call center business—and accept the vision and values of the organization—you must embrace who he or she is as an individual.

Also, when implementing a call center training and onboarding program designed to reach global call center offices, organizations must be able to bridge the call center culture gap. You can not just walk in as an American company and declare what is to be done. You must adapt to the culture and incorporate your call center’s culture as well. At Wachovia, call center culture training is embedded in the global onboarding program. Margaret Magner, VP and Senior Learning Manager, shares Wachovia’s international learning strategy and how cultural nuances are leveraged while developing off-shore call center leaders.

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