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Konduco and CI-CD work in association to design and implement training in the skills of cross-cultural communication.
These are needed for success both face-to-face and virtually by
A. Executives/Managers in any international setting, whether marketing, negotiating agreements, or jointly managing projects
B. Front-line staff of offshore BPO contact centres who deliver services to the USA, UK and other English-speaking countries globally.
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Train the Trainer Programme |
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AICC |
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Our Approach: from cultural orientation to inter-cultural competence |
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Much 'cultural training' to date has comprised little more than awareness/orientation, with tips about 'body language' and 'business etiquette' based on dated, abstract generalisations about cultural differences, drawn loosely from the fields of anthropology and/or sociology. By contrast, Konduco/CI-CD offers a competencies approach - moving on from 'cultural awareness' to develop the practical strategies and skills for communicating successfully across cultures: skills distilled from the most relevant academic field, applied sociolinguistics.
For Indian contact centres in partnership with International outsourcing companies, Konduco /CI-CD offers a range of options, each tailored specifically to match the client's needs:
A. Cultural Orientation
Executives from the West, whether negotiating or jointly project managing, we can provide key skills to win confidence and achieve success in Asia - through small group workshops or in individual mentoring.
The outline of a workshop for senior managers, available face-to-face in London or by videoconference from CI-CD, on preparing for work in India, is set out on www.interculturaltraining.org.uk Click to 'Doing Business in India' and to 'Sample Workshop'.
All Konduco/CI-CD workshops for senior managers working in Asia are customised from that sample agenda to the specific needs and job functions of attendees.
Similarly, for Asian Executives wishing to develop business in the West we can provide training in how effectively to conduct business in USA, UK and other countries of Europe.
B. Train the Trainer
If you are an International IT/BPO provider company, you will want to be best informed about research and tried and tested training content and methods to ensure your company meets Western English-speaking consumer expectations, so achieving high customer satisfaction rates and the competitive advantage these bring in the West.
If you are a UK company already outsourcing customer services to India, or planning to do so, you will want to access the best research on identifying and tackling the hidden costs of going offshore, and on tried and tested ways of improving C Sats, in order to avoid damage to brand image.
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As a first step, we recommend you check the CI-CD Research Report of Media Evidence of Western customer dissatisfaction with Indian contact centres. That report sets out the scale of Western consumer alienation; the linguistic research findings into the causes of the problem; and the training solution. It appears on www.interculturaltraining.org.uk Click from Contact centres in India to Customer Service in India, to Research Report. At the end there is a link to a 2-page Executive Summary, 'What is AICC for and about?' followed by the Contents page of the Training Handbook showing the module topics covered by AICC.
In India, Konduco can supply bespoke Train the Trainer Programmes (TTT) to equip a company's in-house staff in how to deploy the AICC sociolinguistic solution.
For a company which uses trainers in India drawn from its British trainers in their own UK call centres, they could be trained by CI-CD for 5 days in UK before leaving, or by Konduco in Delhi for 5-10 days on arrival.
Alternatively, we can provide a specially recruited team of trainers to conduct a bespoke programme of group training in cross-cultural communication to equip Agents/CSRs achieve higher CSat delivery in the West, together with a full scheme of follow-up individual coaching.
In either case, Konduco/CI-CD can
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TRAINABILITY |
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ANALYSIS |
| Design recruitment tests to assess 'trainability' of job candidates in AICC intercultural skills - and so reduce attrition |
Provide an analysis/needs audit customised to your company's contact calls |
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TRAINING DVDs |
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ALL TRAINING EXERCISES |
| Create powerful bespoke training DVDs, built from the company's own call recordings |
Customise all training exercises to the company's specific service functions and needs |
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NEW TRAINING EXERCISES |
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ACCURATE METRICS |
| Design new training exercises to meet new or changing needs as these arise |
Develop accurate metrics for assessing training impact; and supply criteria for accreditation/certification |
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CONSULTANCY |
All Konduco/CI-CD workshops for ‘Doing Business in
India’ are customised from this agenda to the specific
needs and job functions of attendees.
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| Provide consultancy for trainers' questions, for project management, for 'performance support' by TLs and Quality |
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For further information or an informal discussion about how Konduco can assist in developing your organisations cultural competencies please contact us via the website or call
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UK Office: 00448450573537
India Office: 00448450573537
Mobile: 00448450573537
or email us on: |
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