call-centre

Interestingly, we have had a few complaints about T-Mobile this week, mostly about call-centre staff giving out wrong information.

T-Mobile has lost way over satnav offer Miles Brignall 2010

In 2004, he was asked by the Guardian to write a long piece on call-centres, the first significant workhouses of post-liberalisation India; he undertook a bit of subterfuge to become a call-centre employee, whose first job is to acquire British and American accents, and even names and identities.

The Beautiful and the Damned: Life in the New India by Siddhartha Deb – review 2011

While much has been written about the experience of working in a modern service sector – dominated by a call-centre culture – less attention has been paid to the consequences of the view, widely held, that the big companies we are forced to deal with are increasingly failing to deliver, because they have relentlessly run down costs associated with customer service.

Call centre culture puts the whole world on hold 2011

A good call-centre agent wants to help their callers as much as they can – which is why I identified with Ella Peterson, the main character in this very funny 1950s Broadway musical.

Another view on Bells Are Ringing Interview by Laura Barnett 2010

Gurgaon, arguably the call-centre capital of a new and booming India, is home to many gated communities like Malibu Towne.

Parvez Sharma: Delhi's Servant Crisis and the Commonweath Games Parvez Sharma 2010

It is an idea, however, that was manufactured by businesses which, as academics who have studied the impact of call-centre culture point out, had long dreamed of using new technologies in service of a globalised and "friction-free capitalism".

Call centre culture puts the whole world on hold 2011

Left, employees spoke to each other at a call-centre in Gurgaon, near New delhi, December 2008.

Where Are India's Working Women? 2011

Gurgaon, arguably the call-centre capital of a new and booming India, is home to many gated communities like Malibu Towne.

Parvez Sharma: Delhi's Servant Crisis and the Commonweath Games Parvez Sharma 2010

In 2003, Santander outsourced its call-centre operations to Indian software company MphasiS, which handled the service from a center in Bangalore and another in Pune.

Santander Moves Call Centers Out of India R.Jai Krishna 2011

But I have heard stories about call-centre agents arranging to meet callers for a drink, and taking things from there.

Another view on Bells Are Ringing Interview by Laura Barnett 2010