Tag Archives: Indian Call Center

Find Indian Call Centers

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Do you need to find an inbound Indian call center or Delhi call center? Try 123outsource.net. outbound Call Centers in India specialize more in technical support, lead generation, and outbound sales while the Filipino call centers specialize more in customer care, appointment setting and inbound services.

123outsource.net has technical support call centers in India in every major metro. We have Mumbai Call Centers, Delhi Call Centers, Bangalore Call Centers, Bombay Call Centers, Noida Call Centers, and more.

Additionally, many of the companies that advertise in our inbound call center or outbound call center page also do technical support, so please feel free to browse around our various categories.

Some Indian technical support call centers specialize in particular types of software or devices such as android, iphones, etc. Others are willing to learn about your particular technical needs and will customize their service accordingly.

Casual day at a call center in India!

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Casual Day in an Indian Call Center
This is my sense of humor I guess.  My favorite show is Outsourced which takes a deeper look at the many issues effecting the lives of call center workers in India as well as Americans living in India. I relate to this because I have spent many months in India and have gone through all of the cultural issues, dyssentary, monsoons, etc.
My skit idea is that the manager of an Indian call center named John wants his employees to become more comfortable with the American culture, so he calls America and asks his manager what to do.  The senior manager, Chuck in California says that they should do things like Americans do.  Have an office party once in a while, have casual Friday, have personal days, and do as many things as they can like people do in America.
So, John decides to have casual Friday.  I am thinking of Rajiv Gidwani from Outsourced reluctantly saying, “Okay workers, listen up… today we will be having casual Friday, I personally don’t like the idea, but I was talked into it by our senior manager”. The real life Rajiv hates anything casual and loves the corporate power image with suits and formality.  So, John tells the workers, that they can dress how they like:  in jeans or casual clothing, and that they can even bring their animals to work, since thats what many companies in California allow!  In California, in some of the film industry offices, people will bring dogs to work for example. 
Finally, casual Friday comes after a long 96 hours of waiting!
Anita brings her Chihuahua.  Naren brings his pet rat.  Girish brings a baby cat.  Manish brings a peacock.  Sanjiv brings a monkey. Santosh brings a cow.  And Nuntheny brings the baby elephant from aunty’s temple down the street.  John says, I’m so happy that you are adapting to our American ways.  It makes  much more relaxing atmosphere when you bring your pets, doesn’t it?  The workers agree. 
But, John becomes disturbed at the type of animals that were brought in.  They don’t seem like “pets”. 
John: Anita, I love your little dog, he is so cute…., but Naren.. a rat?  A rat is not a pet.
Naren: For me its  a pet.  We have so many of them in India and they are so cute with their little beady eyes.
John: A peacock?  Don’t those belong outside?  Don’t they make this loud hooping sound any time there is noise?
Manish:  Oh, he is our family pet, and after all, today is casual Friday, so we must bring our pets.  I love Sally my peacock.  Sally… don’t listen to what John has to say, he doesn’t understand you!
John: Sanjiv, I love your monkey, but monkeys are mischevious animals. 
Sanjiv:  No, not my monkey, he is wonderful. He never misbehaves.  By the way John?  That banana on your desk?  Its not going to last long, better put it in a drawer.
John: Nuntheny, I love your mini elephant.  He is so….
Nuntheny: He? He… is NOT a he… its a She
John:  Oh, I’m sorry. 
Nuntheny:  You should be!  How would you like it if people mistook you for a lady?   There there Laxmi, John didn’t really mean what he said. You’re a real lady… here…have a banana… Good girl.
John:  Hmmm, this attempt at learning American culture is not working out as I expected. I was thinking more along the lines of dogs and maybe a cat here or there.  Perhaps a hampster.
Nuntheny:  Well, in India we have different types of pets.
John:  Anyway, break is over its time for work.
—— TRUMPET sound….  MOOOOOO….  woof ..woof…woof.  hoo-hoo-hoo-hoo-hoo-hoo-hoo…

John calling Chuck:  Chuck… these Americanization ideas like casual Friday? 
Chuck:  How is it going?  I love casual Friday
John:  It’s not working as planned.  When they are making calls, they can’t hear the customers with all the trumpeting sounds of the elephant, the moo sounds, and the peacock starts hooting every time there is a sudden sound.
Chuck:  Oh my god, it sounds like a zoo!
John:  Yes, thats the word I was looking for. 
Chuck:  Hmmm.  Lets change the plan a bit. We’ll have Sari Thursdays and Jeans Fridays.  That way we can have the best of both cultures without all of the sound effects.
John:  Yes Chuck  (trumpet sound of elephant), I am hearing you (bark bark)… trying to hear you…I’m not sure how good I would look in a sari though. Thats my only concern.
Chuck: Don’t worry John, ONE SIZE FITS ALL!!!!

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India Call Center Developments

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Indian Call Center developments
In previous blogs we mentioned that the Philippines was neck and neck with India for call center revenues, but I read an article posted on Dec 6th 2010 in the Global Nation Inquirer stating that the Philippines has become the call center capital of the world.  I saw this coming.  Filipino call center employees get statistically more done per hour than in India and have a better command of American English as well as a good level of cultural affinity with the U.S.  Even some Indian companies set up call centers in the Philippines to benefit from their cultural links to the West.
My personal feeling is that India excels at intelligent tasks, and that cultural skills are just a matter of learning.  India has no shortage of people who can learn anything.  With a population of 1.1 billion, there will be many who can master every type of skill known to mankind, even if they don’t have a head start.  Indian education emphasizes math and science, and when Indian kids come to America to go to college, they are years ahead of the Americans.  Its just a question of emphasis.  Culture is easier to master than trigonometry, its just a matter of learning it.  Accents can be learned and mastered too, at least to the point of being acceptable for business use.
If an Indian call center employee has some Indian accent, that is okay, just as long as they are clear, helpful, and know all of our American faux pas.  But, many could master even regional accents through a good  educational program.  Some businesses put an emphasis on training and mastery while others accept mediocracy.  With the types of prices Indian call centers are charging these days, there is no room for second rate service.  Prices have skyrocketed recently, so quality of service, not price competition need to be the primary focus.
Tata Consultancy Service is a multi-billion dollar Indian company famous for cars, dams, and other services.  They have just opened a BPO operation in Manila instead of in their motherland.  It is a sad state of affairs when Indians are outsourcing their tasks outside of India.  The tide has shifted.  Overall outsourcing revenues are still by far the highest in India, but China is catching up fast, and the Philippines with its far smaller overall market share is also gaining… at least in the call center industry.
To end this short blog with a joke.  Did you hear about the new car models from 2005?
There was the Ford Hurricane and the Tata Tsunami.

What is it really like inside an Indian Call Center?

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What is it really like inside an Indian Call Center?

During my trips to India, I visited many outsourcing operations. I visited programming houses, call centers, medical transcription companies, and more.

Typically, Indian outsourcing companies will have a bunch of people crammed into very small spaces with small desks. But, the call centers I saw were operating on a larger scale. The programming houses typically had 5-50 people present, while the call centers occupied entire floors of buildings and had room for hundreds of employees.

A Call Center in Mumbai
I was just doing my homework. I was staying at an ashram in Navi Mumbai. I wanted to see a real Indian Call Center. I had a call project to do. 2000 calls. To big for me to do, but too small for them to do. I got off the train in Belapur, or one of the stops near there. It was in 2007 and I don’t remember all of the details. I found the building. Finding anything in India is a miracle and reaffirms my belief in a supreme power. I’m not sure if it was Krishna, Vishnu, or God himself that helped me find this huge building, but its location right next to the train track made it easier. So, I went around this monstrosity of a building, and up the stairs. I had to ask multiple people for help finding the back entrance. Then, I was confronted with a bored looking security guard. He asked a few questions and then let me in to the next room. The manager was not there, but I met a guy in his mid-twenties who started asking me about the “strength” of my company. I told him that my company was not very strong because it didn’t go to the gym, but that he could feel my biceps to test me personally for strength. In America, companies don’t have strength, they have number of employees, and yearly revenues instead — a different use of language! I never made it into their high-security call center to see more.

A Call Center in Bangalore
I arranged an interview with the sales manager of a call center in Bangalore. We talked for a while, and he tried to get me to sign a very constrictive contract. My gut feeling was that signing my life away would not be advantageous. So, I didn’t! I met some of the staff there. There was a nice lady who was a mother working part-time.

She spoke too quietly. I didn’t think she would be a good match for my impatient clients who need to be able to hear what you are saying. But, there were rows and rows of cubicles at this nice office that was situated on a main artery in a prosperous part of Northern Bangalore. So, many people were there — it seemed endless. There was “motorcycle guy” who seemed very Americanized and was a smooth talker. He put on his flashy red and black leather jacket because his shift was over. There were some fast talking ladies who were on a project for a large corporation. There was a floor manager who was walking around seeing if everyone was doing their job. And then there was the shrewd looking salesman who wanted to twist my arm into an undesirable contract — well, undesirable for me, but very desirable for him!

A Call Center in Chennai
My favorite call center so far was a Call Center in Chennai. I met the manager who was very nice. He told me about all of the flexible options that I could have. Fluidity is high on my list of desirable attributes. I could rent a spot by the month and work there myself or hire one of his workers by the month. I got to choose who I liked, and it was all very reasonable sounding.

A Call Center in Noida or Delhi
I haven’t visited there yet. But, I will keep you informed if I ever go to a call center in Delhi. Noida is the Call Center capital of India just as Manila or Makati City is the call center capital of the Philippines (or perhaps the world). If your computer breaks, chances are you will be talking to someone named, “John Smith” who has a fake British accent who is in Noida — but, who can’t disclose his actual location.

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Americans who LIKE Indians complain about call centers

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Americans who LIKE Indians are also complaining about call centers

It is common at Noida Call Centers for managers to encourage their workers to become less Indian — to erase their Indianness and become a fake American or Britisher. The point is that Americans and English live in very cosmopolitan societies where people of all backgrounds are accepted to a greater or lesser degree. Sure, it is good to blend in, but the bigger issue is how you interact.

My Tamil-American Friend

I have a friend who as born in Tamil Nadu.  He loves India and visits regularly, but he has lived in the United States since early childhood.  He thinks that Indian culture is the best in the world and married an Indian lady born in the West as well. Every day I talk to him he tells me something new about how great Indians are, and how great Hinduism is.  But, when an Indian call center calls him, he gets annoyed right away.  So, even Indians in America get upset at Indian call center workers. He takes offense that they always have a fake American sounding name, and that they pretend to be in America.  The words that come out of his mouth are, “Let’s be honest, what’s your real name Rocky? Is it Rakesh?, and where are you really located, you are not in Memphis — that is for sure”.  Misrepresenting your location, having a fake name, and trying to push a product you don’t understand well is not flattering to my friend.  Once again, honesty and good interaction skills are what sells.

My American Friend who Loves Indians

I have an American friend from a meditation group that I used to belong to.  He loves Indians.  Half of the people he knows are from India.  He loves Indian food, culture, languages, and everything else you can think of that is Indian.  He too gets annoyed that these call centers bother him and the workers have fake names and refuse to disclose their real locations. So, is the problem that people don’t like Indians?  Americans like Indians, they just don’t usually like Indian call center workers for a long list of reasons.

American Stereotypes about Indians

Americans think that Iranians are terrorists, they are terrified of Pakistanis, and think that Arabs want to kill us all.  These are all cultures that Americans can not tell apart from Indians.  Dark skinned people, who wear strange clothing, have bizarre beliefs, and worship a scary god that is different from our god.  You can explain to Americans that Allah is the same god that Jesus prayed to, but this fact will simply not register.  But, the American stereotype of Indians is that they are GENTLE and INTELLIGENT — non-threatening.  This group of exotic brown-skinned people is NOT out to get us — we can trust them — and they are amazing with computers too!  But, this positive stereotype of Hindustanis — the new model-minority in America changes when we meet pushy call center workers who talk without listening, have fake names, fake locations, and fail to understand any of the prospective buyer’s concerns.

An example of an Indian who got ahead.

I know an Indian who got ahead — far ahead.  He did multi-million dollar deals for decades and was one of the most sophisticated people in his industry.  According to the philosophy of the North Indian Call Centers, he would have to be fair skinned, and have one of those “NEUTRAL” sounding accents, and throw his Indianness in the garbage to get ahead.  The truth is that the Indians who try to de-Indianize themselves are making about 100 rupees per hour.  This particular Indian who got ahead makes several crores (millions) on a bad year.  He is very Indian, and at the same time very worldly — speaking five different languages flawlessly.  He has a very typical South Indian accent, and he looks like a typical South Indian.  He uses his real name, he never plays games about where he is located — which is never a constant.  Breakfast in Singapore, lunch in Qatar, and dinner at Nariman point would be a typical day for him in his business.  If this gentleman was the only person who you knew who was getting ahead, you might think that call center workers need to be MORE Indian and use their real name!

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