Register now or log in to join your professional community.
NA -represents US & Canada. Asia Pacific represent the ASEAN and south Asian region. When supporting NA customers the AHT is thirty minutes. While if the same customer if located in Asia Pacific is allowed ten only. Also in NA the customer apologises if he is using pirated software & recycled ink cartridge but not so in Asia. The difference seems to be very stark when you are able to listen to both NA and APAC conversations in the morning when both the shifts mingle, one looking fresh starting the APAC morning shift and the other weary after doing the NA graveyard shift.
Thanks for the invitation....... I certainly think that the time differences, definitely kills the interest in the job because even I am working for the US client now and no wonder why its called graveyard shift, sometimes I feel like zombie myself but then I got used to the same. and yes there is a cultural differences where in we have to explain everything to the US people wherein if we are dealing with the asean then we know that most of them have done their homework before contacting us. hence is why they need up to point resolution and no education is required, reason why the AHT is less.
So quality ethics does not change however the way to deal them does.
having said that I have worked for US and UK client and I have don't have any hand on experience in dealing with the asean customer however I myself am Indian and that answer would be completely on self experiences.
I find the Answer is yes - and it is Cultural based. Being in Australia "the Asia Pacific" to some extent we are more like North America, but other parts are not - and it needs to be the deliminator and focused on what their goals and requirements are.
Two answers for this:
it doesn't because if you're serving APAC and NA region under one LOB only, you are required to use a particular call structure that's advised by the Quality Team. On the other hand, Yes because the AHT allowed for each region has a really big gap so quality team must advise a different structure for each.
I need to read more about the difference between Customer Services of certain regions and what country handles them. But thanks for the invitation though.
Do you need help in adding the right keywords to your CV? Let our CV writing experts help you.