For those who may be considering using an offshore call center to handle inbound sales calls, we'd like to suggest a little reading: One Night at the Call Center by Chetan Bhagat. According to a recent post in the FreeNewMexican this little expose has sold 100,000 copies since October, no mean feat in the book biz.
What struck this writer was the author's straightforward description of the contempt with which call center management holds the North American customer base that they "serve." Anyone who has struggled to understand the directions being given during a late-night, high-anxiety service call (e.g. attempting to get a failure-prone home network to return to life) will get a real kick out of the 10=35 "golden rule."
Hopefully, this book will find readership outside India, where it has certainly had a great run. For those in the HR side of the telemarketing and customer service business, it presents a "distant mirror" that will hopefully lead to improvements in a part of the work world that is in great need of humane attention.