Call Center Culture and Indian Society

Customers are god and call centers are the places to revere this god. Call centers revolutionized the way customer service is rendered across the globe. The very thought of customers in other countries especially US getting served by customer care executives speaking in fluent American accent was totally stunning. Now call centers have become an integral part of operations like back office, sales, billing etc of large multinationals and big business corporations.

The young generation, who have just passed out from their college, suddenly enjoy the economic freedom with starting salary packages ten times the average national income. Although many leveled aspersions on the working of call centers, safety of women employees and others, the fact remains that call centers are live monuments of professionalism, competency, hard work, and team work.

Call Centers-A close knit family

The call centers across the country boast of a team of highly motivated, professional, and highly qualified young employees. Call centers have superior infrastructure with cafeteria teeming with free food, soda machines and more to keep the workforce going. The celebration of various Indian festivals like Diwali, Holi etc in right fervor help closely knit the employees together. With all night-working and graveyard shifts, the atmosphere is deliberately kept pleasing and taking break every 2 hrs is allowed. Free passes for events, takeaways, gifts etc help develop a feeling of compassion, caring, and belongingness among employees. Over the years, the call centers in India have managed to usurp all the good qualities of Indian society in it.

Changing Indian society

The young and the restless generation of India are the one that are hugely impacted by the sudden new working culture. The society not accustomed to working in night shifts was suddenly confronted off-guard seeing their children vulnerable to American lifestyle. Huge disposable incomes led to a faster and lavish lifestyle. Expensive perfumes, jeans, fashion accessories suddenly became necessity. However, the book “One Night @ Call Center” by Chetan Bhagat could satisfy much of the unanswered anxieties of Indian society. But behind the curtains of glitz and glamour there lies a professional, vibrant, result-oriented work culture. This is changing the perception of society towards call centers. Entry of big corporate houses like Infosys, Satyam, Wipro and more into BPO industry also changed the outlook of people.

Call Centers- Professionally Managed Institutions

Hardly any doubts can be raised on the capability of the call centers to deliver timely, accurate, and quality services to the customers. The call centers have truly stood out as best example of “global village”. The round-the-clock service given by them ensures quick, reliable, and efficient resolution of customer query, grievances, and doubts etc. The technology used is latest and effective to handle any situation. Keen eye is given for employee productivity and quality assurance of processes. Many call centers have adopted latest management strategies like 6 Sigma, TQM etc for quality process output.

Call centers have made significant contribution to the Indian economy and have since redefined the way young generation want their life to be. Call centers will remain a nurturing ground for future leaders. In this age of globalization, call centers have become an effective medium to achieve economic independence, prosperity, build lasting relations between countries.