The need is there, but what's the solution?
In the last week, I've been working with 3 clients in India ... different clients, different needs, all in India.
One is with a US decision maker - one is with a US and an Indian decision maker - and one is with an Indian decision maker (with some undisclosed "higher ups" who really have the final word).
What I'm discovering is just how different US delivery to a US-based audience is from delivery in India. Yes, cultural issues abound, but in addition, it's really just dealing with this pesky issue of "communicative competence" again - after all, in the US, it really is all about accent for the most part. PhD & MBA clients who have lived here for years generally speak in grammatically correct sentences with a good foundation in our culture and how to function ... they just have accents ... been there, done that!
The new challenge (to me, not to those in India ... it's been there for awhile now) is how to deal with customers in the US talking to representatives in India. They live there but want to be perceived as "American" during the workday ( which, incidentally could be the evening/night hours) and then go home and speak their own languages (or Indian English)to friends & family.
Is it possible to lead a double-life? I'm pondering this issue. They aren't, after all, actors like Jack Nicholson or even the Amy Walker of 21 Accents on You Tube (and you should ***DEFINITELY*** check that out if you haven't seen it yet - she's so very talented). Here's the link: http://www.youtube.com/watch?v=3UgpfSp2t6k
These are the common guys and gals just wanting to do a day's work, and this is part of the "job requirement." And it's my job to get them to "sound American" ... (that's in yesterday's blog and not going there right now) in as little as 2 months ... I'm past "can it be done?" and on to "how am I going to do it?"
Still pondering ... in the diagostic phase ... it has potential to develop into a love/hate relationship, but mostly in the "honeymoon" stage right now!
Subscribe to:
Post Comments (Atom)
While I don't know for sure, I'm guessing that people in call centers feel they have to lead a "double life" - American at their job and Indian at home. I'm guessing that this would often lead to a lot of family stress.
ReplyDeleteI think part of your training might need to include setting expectations with your clients. Taking on a different accent doesn't need to involve changing who you are, or lead to a "double life". It can be perceived as gaining an additional skill like when learning a new language and becoming more aware of a different culture.
ReplyDelete