Skip to comments.Work meets play at call centers [India]
Posted on 01/03/2006 6:50:03 PM PST by KingofZion
As fireworks boomed across nearby New Delhi and families lit candles and incense and prayed late into the evening, thousands of call-center agents reported to work at a gleaming office tower here. Donning headsets and fake American names, they placed and fielded phone calls to and from the United States, collecting bills, selling products and raising credit limits. For a few minutes each shift, though, the workers hurried outside to take part in their own celebration * * * In India, call centers are part of a burgeoning industry known as "business process outsourcing," or BPO -- a new world created by a rush of foreign investment as Western companies outsource functions such as customer care and billing services. But the emerging subculture of call-center workers reveals that the United States has exported more than jobs and products to India -- it has exported values, as well. Call centers have brought new wealth to India, but they are also fostering a cultural backlash, as the country's young, hip BPO workers run up against the traditions of the older generations. Companies such as Convergys now employ more than 5,000 in India to perform "back-office" functions. This suburb south of New Delhi also boasts offices for International Business Machines Corp., General Electric Co., American Express Co. and Nestle SA. * * * But not everyone rejoices at these new employment opportunities. Citing low pay and dead-end jobs, India's most popular news portal declared recently that call centers have "cons more than pros." A television talk show probed whether such centers are no more than "swanky sweatshops." And in a best-selling novel, "One Night @ The Call Center," two BPO workers quit to open their own company, saying they were sick of working all night for Americans in jobs with no potential. MORE...
(Excerpt) Read more at washingtonpost.com ...
So they're not outsourcing the call center jobs, at least not outside the USA. We make sure to tell everyone who calls that we are in Atlanta USA. What they have outsourced is the PC production business to Lenovo, a Chinese company. So avoid them if you will, but I challenge you to find any PC these days which is not made by a factory in China.
I disagree. Supporting this type of outsourcing defeats the left's notion that globalism starves the people of emerging countries.
Outsourcing to India helps us by keeping costs down, and helps india by providing jobs. Comparative advantage is real.
PS- IBM, like many others, have found that if you need to hire a crew of oddball, sometimes difficult-to-understand geeks who will tolerate grueling conditions, you need look no further than Atlanta ;) Or any other major US city.
They will burn you out, unless you move around and switch functionalities and even then, they are a good way into the door...to something else.
Definitely they are not for everyone. One must maintain a sense of calm and concentration, and not run away screaming. Too often.
"In some cases, they also earn more than their parents, allowing for purchases -- jeans, cologne, nightclub admissions -- that would be pricey even by American standards."
In the US it's dead end. Obviously, in India, it is pretty desirable employment.
"Outsourcing to India helps us by keeping costs down, and helps india by providing jobs. Comparative advantage is real."
Correct. King of Zion is spouting leftist drivel.
If you see a toll free (WATTS) prefix such as "800, 888 and etc. for an incoming call bet you it is from overseas.
clearly you have never dealt with an indian telecenter. they are universally incompetent. i would gladly pay extra money to be connected with a CSR in the USA but this option is not offered.
nothing wrong with globalization. but i will not do business with companies that provide shoddy customer service which includes all indian call centers.
true americans will demand efficient customer service. if they want to provide proper training to indians, no problemo. but until they do they won't be getting my business.
well no, those jobs could not be better done in the US for the pay involved. Who's to blame? Well, the consumers want cheap after sales service and the shareholders want larger profits. Hence they can't employ top techs but low-level persons in the US. Or, they can get relatively better folks for the same salary in India.