Tuesday, March 01, 2005

Customer service agents in India are getting an earful

Call center employees in India are getting “abusive hate calls” from American customers, The Washington Post reports (free registration required).

Some experts believe this is caused by the resentment felt by some people over the loss of American jobs due to outsourcing. Also, 25% of call center agents “identified such calls as the main reason for workplace stress”

What can we learn from them? Most importantly -as an expert quoted in the article recommends- try not to take it personally when a customer gets mad and acts irrationally.

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