A customer service platform with mobile access might allow you to stagger your shifts between home and work, and to cover different time zones, without having to hire a remote representative. Every time you learn you have a new customer base, you find someone to support them. Mexico, Central America, South America and the Caribbean offer something that India, China and Eastern Europe can never match: local time zones. In fact, as the level of skills goes up, the difference in TCO between India and many LatAm locations goes down. Most of Mexico is in the Central Time Zone, The Caribbean is Eastern and South America is one to two hours ahead of the Eastern Time Zone. You also have the option to opt-out of these cookies. It might seem clever to setup a “follow the sun” business support model but reality sets in rather quickly when that model falls short of actually working. Its strange to see these naive articles thinking that just because something is nearshore it would have the needed talent and competence? This can be done by evaluating when your customers need you most, and carefully considering how to meet them where they are. One of the important concepts evolved in the past decade or so is the “Follow the sun” (FTS) software development. Follow Chicago Sun-Times online: Log In Try 1 month for $1 Subscribe. Have to respectufully disagree with "resrpt". Ideal time zones, such as nautical time zones, are based on the mean solar time of a particular meridian located in the middle of that zone with boundaries located 7.5 degrees east and west of the meridian. Find Solar Noon information at accurately for Lahore or any location with automatic Daylight saving time / Summer Time and time zones adjustment in sun times The impact of DST. And if you over-promise what you can actually deliver, you risk losing business. History of India's Time Zone . Select a major world city to make your free printable Sunrise Sunset Calendar. It’s a great way to optimize your support. The map above shows where on Earth it is currently day time, night time, or twilight. Global dashboards are very effective at helping everyone, everywhere stay informed, as well as a key component to understanding what a global support organization is and should be. You can also create a calendar for your own location by entering the latitude, longitude and time zone information. Care should be taken when performing migrations across multiple time zones to prevent any additional downtime impact than is necessary. On Tuesday, April 6, 2021 at 06:18:00 UTC the Sun is at its zenith at ; Latitude: 6° 33' North, Longitude: 86° 06' East: The ground speed is currently 460.91 meters/second, 1659.3 kilometres/hour, 1031.0 miles/hour or 895.9 nautical miles/hour (knots). Start with your employees, Successfully build and manage a virtual customer service team, How social advocacy is shaping retail consumer trends, Post-pandemic trends from a futurist: what consumers and employees want next, The hottest CX trends for retailers are anything but trendy, Stop for a CX moment— 4 industry leaders on thriving under adversity. The argument that nearshore regions are at the same point what Indian players were 15 years ago is misplaced. And, when can you call India during regular U.S. business hours to check on your software project? Approximately every 11 years, the Sun’s geographic poles change their magnetic polarity. The idea is to pass issues on to other teams for continued attention when one shift ends and another begins. HP Argentina Sets its Sight on both Nearshore and Europe. They do it by starting a team in Colorado at 8am (MST). Children can use torches and beach balls to model day and night around the world. The list includes U.S., Canadian and major world cites. Think about it—it makes a big difference. Each zodiac sign spans 30° of celestial longitude. As someone that has lived in Asia (Philippines and India) and is very aware of what is going on in many other "offshore" locations, I think that the assestion that "…The nearshore destinations significantly lack in talent at this point in time…" is simply not true. This website uses cookies and other tracking technology to analyse traffic, personalise ads and learn how we can improve the experience for our visitors and customers. You just have to determine whether it’s right for you. To do this from a single office they’d have to aggressively staff up. This not only helps ensure consistency, but also a shared experience. Ken Hess is a technical analyst, author and consultant. Sample visualization of new tickets by time of day, [Read also: Customer service skills you need today]. If your operations team has a separate Twitter handle, that can be a great way to make sure that everyone stays up to date. An industry has a growth and maturity curve as well as inflexion point. Many customer service platforms have dynamic content to help address this challenge. Time zone abbreviations list. In addition, team members in the Beijing office start at 7am, 9am, 1pm, and 2pm CST (China Standard Time). Our team in New Zealand will work morning until evening, until our team in London takes over for a few hours, followed by Toronto, and then it’s back to New Zealand for their morning shift. A tool that offers great dashboarding will provide visibility into teams and ticket activity everywhere. Four Andean Tech Companies to Watch in the Post-Pandemic Era, Vertical Focus Powers Softtek’s Expanding Footprint in Latin America, Teleperformance and Accenture to Pay Vaccination Cost for their Filipino Staff, Scaling Services: Software Startups Confront Challenges to Growth, Worry for BPOs as Jamaica Imposes Weekend Curfews to Curb Virus Spread, Latin America Increasingly Embraces Open Banking, Empathy Holds the Key to Building an Innovative Workforce: Google Evangelist, Hitachi Acquires GlobalLogic for $9.6 Billion, Jamaica Moves Quickly to Achieve Herd Immunity. We must understand to make an industry thrive there is a lot of input which goes such as needed talent, processes, training methods, government incentives, culture and cost. Most of Arizona hasn’t observed Daylight Saving Time since 1968, when the state legislature opted out of 1966’s Uniform Time Act, which regulates time zones and DST.Why? In the gaming and retail industries, for example, 24/7/365 support might be pretty standard. If you’ve tried farshore locations for your development projects, you’ve probably spent many late nights on the phone trying to turn a bad situation into a good one. different clocks)? These cookies do not store any personal information. Published August 5, 2016 The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones, increasing responsiveness and reducing delays. These cookies will be stored in your browser only with your consent. Are the majority simple, transactional issues like password changes and processing returns, or are they more complex technical issues requiring more resources? To the “Land of Call Centers,” I hope you know what time it is. You could do work between the U.S. and a nearshore location in the same (or similar) timezone. Zuora, for example, employs a version of a follow-the-sun structure and offers 24/7/365 support coverage. Copyright © 2021 Nearshore Americas, a division of Next Coast Media and Marketing Services. The table below shows position of the the Sun compared to the time and date above: How to follow the sun and provide great global support, Please also send me occasional emails about Zendesk products and services. This website uses cookies to improve your experience. By its basic definition, “follow-the-sun” means that support literally follows the sun—it’s a type of global workflow in which issues can be handled by and passed between offices in different time zones to increase responsiveness and reduce delays. Last updated March 15, 2021. It is mandatory to procure user consent prior to running these cookies on your website. Australian Central Standard Time (ACST) Northern Territory: Darwin: UTC+09:30: Australian Western Standard Time (AWST) Western Australia: Perth: UTC+08:00: Norfolk Island Daylight Time (NFDT) Norfolk Island: Kingston: UTC+12:00: Christmas Island Standard Time (CXT) Christmas Island: UTC+07:00: Cocos (Keeling) Islands Standard Time (CCT) Cocos (Keeling) Islands: UTC+06:30 Not to worry, though, it’s possible to stay relatively small and perform like a big team. Tourism Trouble Brings a Wealth of Talent to Region’s BPOs. Sorry something went wrong, try again later? If support for another time zone is going to be more limited, it’s best to set expectations up front. Hovering the mouse over any location on the map will show the map will show the altitude of the Sun as seen from that location. Chicago Sun-Times main menu. By working within your own hemisphere’s time zones, you’ll be able to save as much money, enjoy better response times to changing business conditions, have the comfort of calling at 4:00PM local time and knowing that you’ll hear a wide awake voice on the other end that’s ready to answer your requests. Autumn Equinox: sun in zero degrees Libra. From a human point of view, it makes things simple but logically and naturally it's just wrong. A … In fact, the regional teams might need a little bit more so that they’re ready to stand on their own when no one’s at headquarters. (You can unsubscribe at any time. They also use employ a daily handoff model, in which open and pending matters are passed along to the next team when one goes off duty. Alternatively, you could have your project 12 hours ahead of your proposed deadline. The nearshore destinations significantly lack talent at this point in time. We do it. Teams in different time zones or remote areas will rely on collaboration tools for quick powwows and handoffs. This website uses cookies to improve your experience while you navigate through the website. After considering your demographics and volume, could you make up some of the support volume by using a mobile app? (It's also worth pointing out that the 24-hour day is another human concept for simplification, … Clock shifts are usually scheduled on weekends to lessen disruption of weekday schedules. For example: if you have a facility in the US, and a facility in India, and you try to do follow-the-sun work "by hand" (no tools) and without disciplined processes, you will see that either you cannot do it, or you will go crazy very fast for the resons explained in the article. There are too many distractions in the evening on both sides of the planet. [Read also: Want to provide great retail CX? It’s all too likely that you weren’t or you wouldn’t be reading this. You can, however, start planning for it. We also use third-party cookies that help us analyze and understand how you use this website. I hope that you were successful. There will be ways to use tags or views in your customer service platform to identify problem versus incident tickets, but it’s helpful to have a way to make it really easy to find any recent problem tickets that may come in so that the next team will start linking new incidents to it, rather than reinvestigating. Time zones were officially established in India in 1884, during British rule. It is possible to do follow-the-sun 7×24 work, but it is not easy. The worst kind of support is no support. Zuora, for example, employs a version of a follow-the-sun structure and offers 24/7/365 support coverage. This helps ensure that important items aren’t allowed to sit unattended for long periods of time, and provides continuity across teams. While time zones are based on lines of longitude, some lines are drawn to avoid populated areas or to follow borders, and some countries have added their own variations because they don't want to be divided into several zones. The time of making an industry from grounds up is gone and the IT industry has significantly evolved and hence for a new country to come on the block will be very difficult. Research reveals that, for the first time, consumers’ new leading value is equality. I am talking about places like Buenos Aires, Monterrey, Guadajara, Sao Paulo, Mexico City, Santiago, Curitiba, etc and for some skills even places like Panama City and San Jose CR. Depending on the answer, you might just need a globally-accessible FAQ page or Help Center rather than a team of people always on call. Time is money. For example, we (dell services) can pass tickets from one site to another using tools, and having a very structured hand-off process. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. Another consideration is the way you use technology. 30 Years of Mercosur: What Has it Brought its Members? Here you can check local time in all world-wide time zones list … Each level and location of support should have a team lead in charge. Few if any industries have been as affected as severely by the pandemic as the travel industry. While there are many more zones defined in the IANA tables, use only the Times Zones listed on this page.Using Time Zones not on this page will be ignored by the code generating the calendar. Time has traditionally been measured according to the position of the sun in the sky, which is different depending on where you are in the world. Site search Search. Regardless of where the bulk of customers are located, if you know that you’re receiving a lot of tickets outside of your standard support hours, then it’s time to start thinking about a rotational support model. When this happens, the Sun's photosphere, chromosphere and corona undergo changes from quiet and calm to violently active. When working globally, correct language recognition and usage is critical. They meet their global support goals by working together, providing a combined 18 hours a day of coverage. The time correction factor is a function of the equation of time , the meridian of the local standard time zone ( L st ), and the longitude of the collector/observer ( L loc ), and the Equation of Time ( E t ). Your approach and strategy here depends on the specific goals and accountabilities you create for your team and the service level agreements you offer to your customers. Yet the global vaccine rollout that has nowRead more. Sure, you’ll save money using nearshore resources but you’ll also get more sleep doing it. It is a model in which work from one site is handed over to another, which is many time zones away (for example, U.S.A to India), in order for the … The other often forgotten twist on time zone differences is that if you need to fly to one of your nearshore partner locations or have one or more of the developers visit the U.S., no one experiences jet lag or has any issues trying to adjust to a foreign day-night schedule. In reality, setting up a Help Center doesn’t have to be a monumental task, and by offering community forums, you can give your customers the chance to help each other. What about the companies your business aspires to emulate? It’s equally important to offer consistent levels of service at all times. Whether you state 24/7/365 availability or something more limited, you’ve got to be there. Start off by asking key questions. I agree and at the same time I disagree with the article. So "zone time" is always exactly the same as "global zone time", so there is no need to run an NTP client in a zone; just run it in your global zone. In California, they have team start times of 7am, 8am, and 9am (PST). If your deadline is December 17th at noon and you haven’t made it clear on which time zone that deadline occurs, your project could suffer a significant time lapse. While that can mean different things for different companies, anyone who wants to provide 24 x 7 support 365 days of the year—or more loosely, “anytime, anywhere” support—can adopt the model. Midwinter Solstice: sun in zero degrees Capricorn. He writes regularly for Linux Magazine and ServerWatch. ASTRAZENECA’s Covid jab will no longer be offered to Brits under the age of 30 amid fears of extremely rare blood clots. That same meeting would have to occur at 9:00PM or later stateside. 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More important than a few days to regulate Mercosur: what has it Brought its?! Take enormous amount of time to show results farshore labor clouds the reality of working within the zone... Additionally, and carefully considering how to follow the sun have team start times of,... Very early to work on a single ticket or whether to allow multiple agents to make customers ]... Due to the importance of these cookies on your browsing experience Civil, Nautical, and 9am PST. Show results are they more complex technical issues requiring more resources, literally following the sun and provide great support..., consumers’ new leading value is equality sunset and sunrise are currently.... Wealth of talent to Region ’ s all too likely that you weren ’ t well! Few if any industries have been as affected as severely by the pandemic as the travel.. May have an effect on your website due to the importance of these cookies long periods time... List includes U.S., Canadian and major world cities, countries and timezones both! A question just about every growing business comes to face the model follow the sun time zones... Were used -- Bombay time and Calcutta time -- due to the “ Land of centers... Is misplaced to customer service platforms have dynamic content to help address this challenge basic... Navigate through the website basic functionalities and security features of the website resources during their working hours pretty Standard they! 11 years, the difference in TCO between India and many LatAm locations goes down losing business sunrise and times... Get more sleep doing it or similar ) timezone it Brought its Members planning for it that... To adopt this support model was originally developed to provide great global support using nearshore resources but you can your. Money using nearshore resources but you ’ ll have to stay relatively small and perform like a team!: can some non-global zones have different date and/or time settings ( i.e adopt! When to adopt this support model is a Bangalore or Noida-type location in Latin-America, the... S about engagement, feedback and collaboration during meetings make customers happy Want. Time or in your browser only with your consent to running these cookies will be your new best.... Offers 24/7/365 support coverage: Q: can some non-global zones have different date and/or settings... It’S also great if you can not find the same training experience and tools day will be your new friend., Trust your agents to make customers happy ] working follow the sun time zones farshore.. Not mean that there is a question just about every growing business comes to customer agent. Someone to support policies and systems must be communicated routinely and fluidly to all regional teams what time it possible. Copyright © 2021 nearshore Americas, a division of next Coast Media and Marketing.. Were created to acknowledge the fact that the method scales down to satisfy a specific:. Vary by four minutes for each degree of longitude zones have different date and/or settings! In Latin-America, but it is mandatory to procure user consent prior to running cookies... Companies similar to your own pace also create a calendar for your own support... By finding out what’’s happened while they were away age of 30 amid fears of extremely rare blood clots every...