Hello Dave,
Yes, I have experience in rolling out the helpdesk call centers in India while working as a Master Black Belt at GE. Now because this is in the area of IT support, we found the problem to be enormous considering the volitility of change in the applications needing to become a subject matter expert. Additionally we found language barrier issues with customers, where we had to brainstorm innovative solutions (i.e. we found the real Indian names difficult to pronounce so we gave all the call center analysts a “stage” USA name – something simple like “John” or “Mary” – little things like this helped along the way.
We also had to have a knowledge transfer system that met very tight turn-around times (look-up info for the 80% solutions while user was on the phone – say < 5 min). At the time there were no good systems in place so we had to build one usng a web interface that linked into an assortment of knowledge storing or searching locations while we built the ultimate knowledge transfer into a Clarfy system that took over 2 years before theinfo bacame useful to those using it.
Hope that helps feel free to contact me if more info is desired.
Steven Bonacorsi, MBB
[email protected]
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