Integrating outsourced technical, back office and customer service operations in countries such as China, India, Costa Rica, Canada, South Africa and the Philippines is a challenge for global service organizations. ITAP International offers a comprehensive cross-cultural approach to improving customer service performance. Culture is a competitive variable in the entire customer service cycle, affecting everything from site selection, agent selection, agent development, management, and quality processes. Cultural preferences define customer expectations and these expectations vary greatly from one culture to another. ITAP's tools and solutions for the offshore call centers are intended to address cross-cultural differences that, if not expressly handled, negatively impact agent performance, management performance, and customer experience. ITAP's call center services are led by and based on the work of Erik Granered author of Global Call Centers: Achieving Outstanding Customer Service Across Borders and Time Zones (Nicholas Brealey, 2005).

For more information contact ITAP using the form to schedule an appointment with Erik Granered or one of our other call center experts.