Outsourcing Backlash Gets Abusive, Ugly
“I don’t want to talk to you. Connect me to your boss in the US,” hissed the American on the phone. The young girl at the Bangalore call center tried to be as polite as she could. At another call center, 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 ...view middle of the document...
2. “Keep your cool.” What does it mean in terms of conversation control? 3. Do you agree with the view that such abusive happenings on telephone do not have any impact on business? Give reason for your answer.
Case – 3 A reply sent to an erring Customer Dear Sir, Your letter of the 23rd, with a cheque for Rs.25,000/- on account, is to hand.
We note what you say as to the difficulty you experience in collecting your outstanding accounts, but we are compelled to remark that we do not think you are treating us with the consideration we have a right to accept. It is true that small remittances have been forwarded to time to time, but the debit balance against you has been steadily increasing during the past twelve months until it now stands at the considerable total of Rs.85,000/-. Having regard to the many years during which you have been a customer of this house and the, generally speaking, satisfactory character of your account, we are reluctant to resort to harsh measures. We must however, insist that the existing balance should be cleared off by regular installments of say Rs.10,000/- per month, the first installment to reach us by the 7th. In the meantime you shall pay cash for all further...