Racial slur can't reverse business flow 4440

I have worked in call centres for over 12 years both in the UK and those outsourced abroad. The majority of work that was outsourced is work that the UK and US centres were not equipped to take on due to the fact that they were not able to grow as quickly as the client wanted them to or they just did not have the capacity. It was either send it offshore or lose the contract altogether and lose the jobs in the UK and US and be unable to deal with the demands of their customers. This is something that many people not in the industry do not understand, the jobs were not taken away from anyone, these were additional positions that could not be accommodated in the UK. Some clients I have worked for have placed work offshore temporarily until the centre in the UK were able to accommodate the additional work and then taken it back again.

Call centres have always received bad press, however a lot of people that work in them, particularly inbound work, enjoy the work that they do. After all, how many people do you know that really love their job?

I feel sorry for people like Terry Lomax that feels he has a right to belittle and abuse another human being for whatever reason. This is both cruel and unnecessary. By posting advice on how to abuse people over the phone he has maliciously instructed people on how to bully and torment someone. Some people that work in call centres, like any other job, work there because they have to, they may not necessarily enjoy the work, however they may be the only bread winner for their entire family, belittling them and abusing them does not make their day any easier. Terry Lomax's small mindedness is typical of people who do not understand the industry.

Also, there has been a great deal of generalisation in the replies thus far, which is always a dangerous thing. When people from the UK call a call centre in India the majority of them only see that person as 'Indian' they do not see them as a particular religion, so for those of you that say people from the UK attack Hindi's in particular I beg to differ.

In response to the reply about agents using different names. This is something that has been happening in the UK and the US for years and is not done with the intention of deceiving customers. For some clients I have worked for (Inbound) where the contract has been dealing with legislation agents walk a fine line and can only advise the customer based on law. Agents often use different surnames to protect themselves because some customers don't like what they hear and have sent malicious mail and tracked the person down at their home address. How many other jobs do you know where you have to deal with something like that?

Dr. Jai Maharaj Jun 11, 8:56 am