Outsourcing Backlash Gets Abusive, Ugly – I don’t want to speak to you. Connect to your boss in the US,” hissed the American on the phone.
Case III
Outsourcing Backlash Gets Abusive, Ugly
At another call centre, another day, another yound girl had a Londoner unleashing himself on her, “ Yound lady do you know that because of you Indians we are losing jobs.”
The outsourcing backlash is getting ugly. Handling irate callers is the new brief for the young men and women taking calls at these outsourced job centers. Supervisors tell them to be “cool”.
Avinash Vashistha, managing partner of NEOIT, a leading US-based consultancy firm says,” Companies involved in outsourcing both in the US and India are already getting a lot of hate mail against outsourcing and it is hardly surprising that some people should behave like this on the telephone.” Vashistha says Indian call centers should train their operators how to handle such calls.
Indeed, the furore raised by the western media over job losses because of outsourcing has made ordinary citizens there sensitive to the fact that their call are being taken not from their midst but in countries, such as India and the Philippines.
The angry outbursts the operators face border on the racist and sexist, says the manager of a call center in Hyderabad. But operators and senior executives of call centers reguse to go on record for fear of kicking up a controversy that might result in their companies’ losing clients overseas.
“It’s happening often enough and so let’s face it,” says a senior executive of a Gurgaon call centre, adding, “This doesn’t have any impact on business.”
Questions:
- Assume you are working as an operator at a call centre in India and are receiving irate calls from Americans and Lodoners. How would you handle such calls? Conceive a short conversation between you and your client, and put it on paper.
- “Keep your cool.” What does this mean in term of conversation control?
- Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Justify.
At Global Study Solutions, we take immense pride in our ability to offer specialized support to students pursuing various programs at IIBMS (Institute Indian Institute of Business Management & Studies). Our dedicated team comprises experienced professionals who excel in crafting precise and well-researched solutions for assignments and case studies across different disciplines and courses.
Our commitment to aiding students in achieving academic success aligns perfectly with the educational standards upheld by IIBMS Institute (Institute Indian Institute of Business Management & Studies). We understand the importance of delivering high-quality, customized solutions that meet the unique requirements of assignments and case studies within the institute\’s curriculum.
Whether in MBA, EMBA, GMS, DMS, or any other programs offered at IIBMS Institute (Institute Indian Institute of Business Management & Studies), our team is equipped to provide expert guidance and meticulously crafted solutions. We prioritize accuracy, originality, and timely delivery; ensuring students receive the necessary assistance to excel academically.
We are dedicated to fostering an environment of academic excellence and providing dependable support to the esteemed students of IIBMS Institute (Institute Indian Institute of Business Management & Studies).
To get complete solutions or answer sheets for your IIBMS Case study papers, contact Dr. Aravind Banakar. With over 24 years of experience, he specializes in crafting customized, unique, and plagiarism-free case study answers with Project reports and Thesis.
Dr. Banakar is a trusted resource for reputable and reliable academic support in India. He has a team of over 100 PhD professionals.
You can contact Dr. Banakar through the following channels:
- Email: aravind.banakar@gmail.com
- Phone: +91 9901366442 & +91 9902787224
IIBMS MBA Solved Answer Sheets
EMBA IIBMS Answer Sheets & Case Studies
IIBMS Doctorate Case Study Answers and Thesis
IIBMS MBA, EMBA & DMS Projects & Thesis