I was watching Roadies 6.0 on MTV this evening, a show which I like and hate in equal proportions for various reasons. But today, Natasha (my favourite, and probably the most vile and cunning) had to leave the show, after what I call as the most supid mistake in the entire 6 seasons of Roadies, by nominating Paulomi during the vote-out. She was a call centre employee before coming on the show and i can vivdly remember her audition in Chandigarh, in which Raghu mentioned a very pretinent point. He said, 'It's good that BPO has given lots of employment and financial independence to youth, but at the same time it has made our youth a dumbass, good for nothing' There were views and counterviews exchanged, at the end of which, she was selected. But ironically, over the weekend, I was reading a book namely BPO sutra by Sudhindra Mokhasi. It contains 150 short stories from India's BPO and call centres work culture, calls, cab-travel, parties, scams etc. Its a breezy read, anyone working in BPO (or Non-BPO like me) would surely enjoy it. There is one particular story i would like to share which had me in Splits.It goes something like this...
Tarun, who was a new hire had joined the team recently. Being a little slow, he was way off his target and was trying to make up by working very hard. He was trashed by the manager and sales coach to stop using his brains and just read the script out the minute he got someone on the phone.One day, he was trying the numbers on his calling list and finally got through to someone on the phone numbers. After the initial 'name-verification' formalties, he said..
Mr. Svarowski, we have studied your organization and we believe there is a very good fit in terms of our capabilties. An organization quite similar to yours is saving more than than 30 percent of its expenditures by outsourcing work to us. Our services cover the range of your operations from back office management to help desk, payroll and even manning the reception desk.
'I'm not sure I understand,' began Mr. Svarowski but Tarun immediately started with the next part of his pitch reading from the script. '
I'm offering an outsourced services solution where you will be free to take care of your core business without having to worry about all the backend processes. You can concentrate on your products and clients acquistion while we manage all the background processes like payroll, query centre, reception desk etc. we have proven expertise in this field as proved by the testimonies of similar customers who are saving a significant amount of money by outsourcing all the backend work to us. we will get all the backend work done here in India even while you are asleep and at a fraction of what the same it would cost you when you are in USA. How does it sound to you? He finished breathlessly.
There was a pause for the minute and Mr. Svarowski said, 'I'm not sure you have the right number, son. This is the Bayview area police station and I'm the senior most police official here. We handle cases related to rape, murder, burglary,arson and vandalism among other things. It will be rather difficult to outsource the investigation of any of the above."
All Tarun could have said after that was - ' Thank you for your time and have safe day' :P
I literally fall off from my chair reading this and couldn't agree more to Raghu on this account. Call centres do make people dumb (Pun intended, never mind !!)