Abusive calls not tolerated in Indian call centers anymore

Female employees in Indian call centers have a price to pay for their comparatively above-average salary: verbal abuse, sometimes even sexual in nature, from irate or simply uncouth callers.

Despite being well-educated and even counting among society’s elite, these employees aren’t left with much choice but to put up with the abuse since they are required to stay with the caller and are forbidden from ending the call themselves.

Call center employee can now end a call when deemed necessary. As an added measure, they can even blacklist a particularly abusive caller by adding his/her name to the ‘Do Not Call’ list that serves a warning as well to other workers.

Team leader Sonal Raje of Global Telesystem Ltd says, “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.” Customer1’s Ashley D’Souza furthers, “Since February, we have been given permission to hang up on abusive callers, with the consent of our team leaders.”

There are limitations to this solution however, since only those in the outbound services can disconnect a call. Call center employees handling inbound calls still have to deal with abusive callers with as much tact as possible.

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