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Call Center abuse of ladies in India still continues but some remedies are at sight
Perversion and sexual urges in some make the people from Western countries abuse the Indian girls over phone working at call centers. These well educated elite society girls take the abuse to earn a much average salary from these call centers servicing American and European companies.
According to sources, there is some remedy being put in place. Media sources are reporting that call centre employees no longer have to put up with abusive customers.
They have now been allowed to end the call if they think it necessary. Not just that — they can also blacklist the person and put him in the ‘Do Not Call’ list. This way other executives are spared from calling the person up in the future. Sonal Raje, a team leader from Global Telesystem Ltd, said, “Hanging up in the middle of a conversation is not acceptable in our profession, but when they turn abusive we can now disconnect the lines politely, which was not the case earlier.’’
Ashley D’Souza of Customer1, Malad, said, “Since February, we have been given permission to hang up on abusive callers, with the consent of our team leaders.” Bhavin Dalal, proprietor of Etech Infosys, explained that call centre executives are trained to handle abusive calls tactfully. But, if they still continue, they can be put in the ‘Do Not Call’ list, and other executives can be cautioned from calling the customer again.
“Those who are into outbound services rather than inbound services usually face these problems,’’ explained Bhavin. He added, “The service level agreement does not allow the customer care executive in an inbound service provider to disconnect the line, even if the caller turns abusive and such calls need to be handled tactfully.”
In case of an outbound call, however, the customer sales representative has the right to disconnect the line, if the customer shows disinterest in the product or if he turns abusive. The call is disconnected with the consent of the team leader, who supervises the recorded conversations. Vijay Mukhi, an expert in the BPO industry, believes that Indian executives will face such abusive calls at least for the next couple of years.
“The fact that India is a preferred place for outsourcing, an American, who is losing his job, is bound to be upset. Calls from India will only make him more frustrated,” he said.
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