Call Center Abuse of Ladies Still Continues But Remedies In Sight

Filed in archive Outsourcing News on May 3, 2005

Women call center workers from India take abuse -- sometimes sexual in nature -- from westerners to earn a better salary. However, some remedies are already in place to correct this.

Call center employees are now allowed to end a call if they think it's necessary. Additionally, they can also blacklist an abusive person and put him in the 'Do Not Call' list so that other workers can be informed not to call that person again.

Sonal Raje, a team leader from Global Telesystem Ltd, said, "Hanging up in the middle of a conversation is not acceptable in our profession, but when they turn abusive we can now disconnect the lines politely, which was not the case earlier."

ashley D'Souza of Customer1, Malad, said, "Since February, we have been given permission to hang up on abusive callers, with the consent of our team leaders."

However, Bhavin Dalal, proprietor of Etech Infosys, said that only those who are into outbound services can disconnect a call. He said, "The service level agreement does not allow the customer care executive in an inbound service provider to disconnect the line, even if the caller turns abusive. [Such] calls need to be handled tactfully."