You rush to answer the telephone, and you hear the smooth sounding voice of a telemarketer at the other end ”Good evening Is that so and so speaking? This is Kathy from XYZ, Inc” In fact, Kathy’s real name may be Krishna, and she’s probably calling from Bangalore, a large city in the southern part of India
Bangalore became known as India’s Silicon Valley in the late nineties, and these days it is one of the world’s principal call centers Multinational corporations frequently hire companies in India to handle services to their customers over the phone everything from technical support on computer help lines, to credit card transactions, to telemarketing calls selling insurance and vacations, to filling catalog orders So now, customers in Europe and America commonly talk to phone workers in Bangalore
Handling calls is a booming business in this part of India, and it generates a great many jobs The possibility of earning $200 a month, which is more than five times the average Indian’s salary, attracts hundreds of candidates They are mostly young people, competitive and highly qualified, some with MBAs and other master’s degrees Indians view a call center job as a way to advance their career
In order to qualify for a position with one of these service companies, many of these young people first need to perfect their English, rather than their computer or other job skills In India, people have long been anglophones because of the country’s past as a British colony But the challenge is how to make their English easily understood to non Indians, how to neutralize an accent influenced by India’s diverse tongues So before new call center employees learn about the products they’re going to sell, they usually begin with language training They learn to slow down their speech because the English spoken in India is often very fast And they concentrate on accents and sounds For example, Indians say ”It’s not awailable,” instead of ”available,” or ”I’m going do the mall,” instead of ”to the mall” Also employees have to adopt an Anglo name in their new job
So, why do American and European corporations choose to hire companies in distant India to handle their customer services? Because there is plenty of highly skilled, English speaking labor available for a low salary The companies are taking advantage of technology that allows for low long distance rates, so that their representatives can make calls to people around the world inexpensively.
You rush to answer the telephone, and you hear the smooth sounding voice of a telemarketer at the other end ”Good evening Is that so and so speaking? This is Kathy from XYZ, Inc” In fact, Kathy’s real name may be Krishna, and she’s probably calling from Bangalore, a large city in the southern part of India
Bangalore became known as India’s Silicon Valley in the late nineties, and these days it is one of the world’s principal call centers Multinational corporations frequently hire companies in India to handle services to their customers over the phone everything from technical support on computer help lines, to credit card transactions, to telemarketing calls selling insurance and vacations, to filling catalog orders So now, customers in Europe and America commonly talk to phone workers in Bangalore
Handling calls is a booming business in this part of India, and it generates a great many jobs The possibility of earning $200 a month, which is more than five times the average Indian’s salary, attracts hundreds of candidates They are mostly young people, competitive and highly qualified, some with MBAs and other master’s degrees Indians view a call center job as a way to advance their career
In order to qualify for a position with one of these service companies, many of these young people first need to perfect their English, rather than their computer or other job skills In India, people have long been anglophones because of the country’s past as a British colony But the challenge is how to make their English easily understood to non Indians, how to neutralize an accent influenced by India’s diverse tongues So before new call center employees learn about the products they’re going to sell, they usually begin with language training They learn to slow down their speech because the English spoken in India is often very fast And they concentrate on accents and sounds For example, Indians say ”It’s not awailable,” instead of ”available,” or ”I’m going do the mall,” instead of ”to the mall” Also employees have to adopt an Anglo name in their new job
So, why do American and European corporations choose to hire companies in distant India to handle their customer services? Because there is plenty of highly skilled, English speaking labor available for a low salary The companies are taking advantage of technology that allows for low long distance rates, so that their representatives can make calls to people around the world inexpensively.
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