Call Center Sitcom

India has last laugh in call centre sitcom

It is no laughing matter for anyone trying to call their bank and finding themselves mired in misunderstanding with a call centre 4,000 miles away.

Critics complain that overseas centres have taken 50,000 UK jobs, and that the advisers, paid a fraction of their British equivalents, are often unfamiliar with our culture.

At the other end of the telephone, however, it seems things are very different. A sitcom to be broadcast later this year takes a look at call centres from the Indian perspective – and British callers do not emerge with much credit. Many are depicted as racist and abusive.

One episode of The Call Centre is devoted to hate calls from people angry at their jobs being “offshored” or “Bangalored”, and spewing racist taunts at the long-suffering Indians.

American callers come off even worse. The programme, produced by India’s leading news channel NDTV, recreates a real incident when an American radio show host rang an Indian call centre, pretended to order hair beads for his daughter and then began.

Overall, British callers were “calmer and gentler” than Americans. “You get filthy anger boiling up straight away,” he said. “I know it is frustrating, people trying to sell you things you don’t want, and I can understand people being rude. But why get racist?” shouting, ‘You f****** Indian bitch, what the f*** are you calling me for?’ “

In the sitcom, the call centre staff handle credit card inquiries and computer problems. In one scene, an American looking at pornography on the internet calls for help because he can’t switch off his computer. “Try shutting all the windows,” the Indian tells him. The American says “hold on” and goes off to shut the windows in his flat.

One director, said: “Americans emerge as the most foul-mouthed and stupid in the episodes filmed so far.”

The sitcom is the first to be set in an office: Indian soaps and sitcoms are usually set in homes and revolve around traditional family themes.

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Call Centers India Inc.
Posted by: Sales & Marketing Team

what is a call center?

A call center is “…a physical location where calls are placed, or received, in high volume tor the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity” (2).

Call centers are used for patient recruitment in clinical trials.Advertisements describing the study and the type of patients needed are placed in local media such as newspapers, radio, or newsletters.

The telephone number of the call center is listed in the ad, and call center personnel answer the resulting telephone calls from recruits.

There are over 50,000 call centers in the United States. Some are stand-alone organizations, while others are departments within a larger organization.

Specialized call centers serving the medical and pharmaceutical industries may be owned and operated by pharmaceutical companies (trial sponsors), contract research organizations (CRO), site management organizations (SMO) or independent call center operators.

Trial sponsors or research sites often out-source part of the patient recruitment process to an existing call center.

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Call Centers India Inc.
Posted by: Sales & Marketing Team

Knowledge management for call centres

By any measure, call centres are a growing business, with many large organisations looking to them as the primary way of interacting with their customers.Call centres provide many business advantages, including: improved efficiency, increased hours of operation, reduced costs and greater flexibility.

Perhaps the greatest challenge of running a call centre, however, is ensuring that customers are provided with the right information in a timely fashion.

Knowledge management (KM) has a number of practical tools and strategies for meeting this challenge, and call centre managers have much to gain by exploring KM principles.
Call centre challenges

A call centre is confronted with a number of considerable challenges:

* Potentially wide range of customer enquiries.
* Legal accountability for information provided to customers.
* Customers expect ‘instant’ answers to questions.
* High stress work environment for call centre operators.
* Large and complex body of knowledge to be learned by new staff.
* High staff turnover.
* Constant pressure to reduce call handling times.
* Continuous tracking and assessment of efficiency measures.

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Call Centers India Inc.
Posted by: Sales & Marketing Team