Case IV –

IIBMS – Outsourcing Backlash Gets Abusive, Ugly

IIBMS – 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. The young girl at a Bangalore call centre tried to be as polite as she could.

At another call centre, another day, another young girl had a Londoner unleashing himself on her, “Young 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:

1. 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.
2. “Keep your cool.” What does this mean in term of conversation control?
3. Do you agree with the view that such abusive happenings on the telephone do not have any impact on business? Justify.

IIBMS – Outsourcing Backlash Gets Abusive, Ugly

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