Culture is often thought to be clothing, food, music, arts, and holidays that a social group of people shares, but there is a more profound meaning in those visible traditions. Culture is a combination of customary beliefs, social forms, and material traits of a racial, religious, or social group (Merriam-Webster).
Language, attitude, goals, values, and habits of a social group are also considered culture.
Culture is the expression of people's values and skills. Each country has its own eccentric culture that they continually nourish and cultivate for the next generations.
In contact center services, there are specific cultural variables that we need to familiarize ourselves with. These variables are extremely necessary and helpful if we plan to work in the BPO industry.
When working in Contact Center Services, it is essential to have excellent communication skills to better understand the needs of clients who come from various parts of the world. Beyond language, it is crucial to learn about the cultural similarities and differences that can impact customer and business transactions. Understanding cultural variables, such as time zones and holidays, can greatly benefit CCS practitioners.
Terminologies:
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| Source: https://www.quora.com/When-it-was-11pm-in-my-time-zone-a-friend-told-me-that-it-was-4pm-in-his-and-that-hes-in-the-Eastern-Time-Zone-What-does-that-mean |
• Time zone is a geographical region within which the same standard time is used. Time zones are usually specified by the number of hours they differ from Greenwich Mean Time (GMT).
• Greenwich Mean Time (GMT) is the name given to the mean solar time at the Royal Greenwich Observatory in England. It is located at latitude (0°), also known as the Prime Meridian.
• Standard or "Nautical" time zones are 15 degrees longitude wide and are used for navigation purposes.
• Coordinated Universal Time (UTC) is the basis for civil time and has a 24-hour time format. It is the primary time standard by which the world regulates clocks and time.
Holidays are days marked by a general suspension of work to commemorate an event, and they allow people to build a strong bond with their families and communities. It is essential to get familiar with the holidays of the target customer, especially for businesses targeting US customers, as it can significantly impact call volume and profit. Understanding cultural variables such as time zones and holidays can enable a CCS practitioner to deliver the best possible service to clients.
Common U.S. Federal Holidays
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| Source: https://wikiusa.org/en/us-national-holidays |
There are several holidays that the U.S. government recognizes throughout the year. Here are the public holidays that are usually included:
New Year's Day: Jan. 1. This day marks the start of a new year according to the Gregorian calendar.
Martin Luther King Jr. Day: Third Monday in January. Sometimes referred to as a National Day of Service or American Civil Rights Day, this day celebrates the birthday of the civil rights leader.
Washington’s Birthday: Third Monday in February. Often referred to as Presidents Day, this holiday commemorates the birthday of the nation’s first president, George Washington.
Memorial Day: Last Monday in May. The holiday honors those who have died while serving in the U.S. military.
Juneteenth: June 19. Officially recognized as a federal holiday in 2021, this holiday commemorates the final emancipation of enslaved people in the United States on June 19, 1865, following the end of the Civil War.
Independence Day: July 4. This holiday commemorates the anniversary of the passage of the Declaration of Independence by the Continental Congress on July 4, 1776.
Labor Day: First Monday in September. This holiday, first observed in 1882 in New York City, celebrates the social and economic achievements of American workers.
Columbus Day: Second Monday in October. This holiday commemorates the landing of Christopher Columbus on the shores of the Bahamas in 1492. Many state and local governments recognize Indigenous Peoples Day, a holiday celebrating the original inhabitants of North America, on the same day. In 2021, the White House issued an official proclamationto observe the holiday, but it is not yet an official federal holiday.
Veterans Day: Nov. 11. This holiday honors those who have served in the U.S. armed forces.
Thanksgiving Day: Fourth Thursday in November. The holiday celebrates the fall harvest and commemorates a 1621 feast shared between the Wampanoag people and the English colonists of Plymouth.
Christmas Day: Dec. 25. This Christian holiday celebrates the birth of Jesus Christ.
SOURCE: https://www.indeed.com/career-advice/career-development/us-federal-holidays
ACTIVITY:
REPHRASE THE QUESTIONS: Directions: Write YES if the statement is TRUE and NO, if otherwise.
_____1. Time zone is a geographic region within which the same standard time is used. _____2. GMT stands for Greenland Mean Time
_____3. “Nautical” time zones are 15 degrees of longitude wide.
_____4. UTC stands for Coordinated Universe Time
_____5. Coordinated Universal Time (UTC) is the basis for civil time which has a 24-hour time.
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