3 Call Centers dangerous game
I had to ring 3 (Mobile phone operator) last night because I was annoyed by the lack of coverage in our home. As expected, the call went to Mumbai. The first operator on the other end gave me his name as Steve. Trying to be friendly, I asked him his real name. He said it was really Steve as he was a Catholic. Bemused, I continued to complain about the coverage. Since, he could not resolve the issue, he transferred me to the technical department, where I got connected to a 'Chris'. Again, wanting to be friendly, I asked him about his real name. His reply? 'Chris' was his real name. He was a Catholic too!
Ok. So this is stupid. Finally, when I had to talk to a supervisor at 3's call center in Mumbai, I was talking to an 'Aaron', again a Catholic.
Memo to Hutchinson/3: If you ever come across this blog entry, please take this seriously. Stop with this erroneous habit of declaring your religious affiliations just to continue your work. This is dangerous and unethical. Not only are you giving out wrong names, but you are also outright lying to your customers.
I know there has been a lot of bad press here in Australia about call centers. Most of it is tabloid mish mash. Most normal people realize the need for outsourcing these jobs and accept them, as long as they think they are being looked after. If you start to making reactive changes based on these tabloid reports, which come down to outright lying, you will start to turn more people against you rather than sympathize with you.
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