Indians in the outsourcing industry, are now regularly forced to deal with death threats and wanton abuse.
But now, call centres have inculcated a module during their two month training to deal with such calls. “We advise our executives to give three warnings to the client to use professional language otherwise we hang up,” says Rekhank Pant, a voice trainer with Wipro Spectramind.
The recent spat of protests has resulted in the form of anti-outsourcing laws in the US. After New Jersey, three more states – Connecticut, Missouri and Wisconsin – are planning legislation against outsourcing.
The worst part of the problem is that the threats have assumed racist proportions.
Presidential candidate John Kerry recently introduced the ‘Call Center Consumer's Right to Know Act’, which would require a call centre to identify its location at the commencement of a call.
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