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One Night @ The Call Center

Vaibhav Wankhede gives you the fortnightly dope from the BPO world.

This new book by Chetan Bhagat, has been in the news lately, for its realistic portrayal of the call centre scenario. The first book on India’s booming BPO industry by a mainstream writer, it’s a must read for all those who’ve ever been associated with a call centre. That said, it is not all perfect.

In Mumbai, roads are being dug all year round, but I’ve never heard of ‘downtime’ at a BPO due to digging. So there, calls dropping because of digging is not the ‘hole’ truth.

Plus the whole thing about calling Americans and informing about the ‘threat’ seems very stupid. I mean, this is the 21st century and even ‘dumb’ Americans won’t believe such bullshit. Statements in the book like “a 35 year old American’s brain and IQ is the same as a 10 year old Indian’s brain” are taking stereotypes too far. Hamare India mein dumb logon ki koi kami nahin hai!

Are all call centre employees are as promiscuous as portrayed in the book? Well, to an extent, yes. BPOs have given rise to casual relationships. The Shyam-Priyanka incident was something which you could come across if you’ve ever worked in a call center. And then there’s Bakshi – the typical evil boss and the incident of him being blackmailed by the employees, comes across as total bummer.

So, this one is a good book but read with a handful of salt!

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