Hot Off The Press: Our Latest Feature Story is Published on

The Culture Shock of India’s Call Centers

While we were in Bangalore, we sat in on a call center training course. Our piece takes you behind the scenes, following the stories of three individuals: a trainee applying for jobs, a current call center employee, and a burnt-out employee who is now teaching the course.  Each person’s life was deeply affected by their time on the call center floor, with the graveyard shifts, jump in disposable income, and immersion in western culture the job entailed. One loses control and sinks into heroin addiction, another is so moved she is planning to immigrate to the United States illegally, and the last, who has yet to get a job, struggles to find one on time so he can attract a Hindu bride.

You might be interested to find that your call to India isn’t just helping get your printer fixed, it’s changing the lives of the people on the other side of the line. Let us know what you guys think.

call center


One Response to Hot Off The Press: Our Latest Feature Story is Published on

  1. Linda says:

    I came across your story during a search of information about call centers in India. Reading your story about the culture shock and working conditions of these employees instantly changed my perceptions. My virtual team and I have been working on a project for a course in a Management PhD program. The project is to create scenarios to “improve customer service and communication” (and also evaluate using social media for same) at a call center in Mumbai with 5000 employees. Looking into customer service and communication from the point of view of the employees themselves was mind-boggling. I had no idea. Now I am wondering, what would these employees tell me that would help them have better customer service and communications? What would make their jobs less stressful? Under such extreme conditions, would it even be possible to create a culture of meaningfulness? Just….wow!
    Thank you for sharing your journey.

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