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Saturday 16 July 2011
My Summer at an Indian Call Center

Every month, thousands of Indians leave their Himalayan tribes and coastal fishing towns to seek work in business process outsourcing, which includes customer service, sales, and anything else foreign corporations hire Indians to do. The competition is fierce. No one keeps a reliable count, but each year there are possibly millions of applicants vying for BPO positions. A good many of them are bright recent college grads, but their knowledge of econometrics and Soviet history won’t help them in interviews. Instead, they pore over flashcards and accent tapes, intoning the shibboleths of English pronunciation—”wherever” and “pleasure” and “socialization”—that recruiters use to distinguish the employable candidates from those still suffering from MTI, or “mother tongue influence.”

In the end, most of the applicants will fail and return home deeper in debt. The lucky ones will secure Spartan lodgings and spend their nights (thanks to time differences) in air-conditioned white-collar sweatshops. They will earn as much as 20,000 rupees per month—around $2 per hour, or $5,000 per year if they last that long, which most will not. In a country where per-capita income is about $900 per year, a BPO salary qualifies as middle-class. Most call-center agents, however, will opt to sleep in threadbare hostels, eat like monks, and send their paychecks home. Taken together, the millions of calls they make and receive constitute one of the largest intercultural exchanges in history.

Indian BPOs work with firms from dozens of countries, but most call-center jobs involve talking to Americans. New hires must be fluent in English, but many have never spoken to a foreigner. So to earn their headsets, they must complete classroom training lasting from one week to three months. First comes voice training, an attempt to “neutralize” pronunciation and diction by eliminating the round vowels of Indian English. Speaking Hindi on company premises is often a fireable offense.

Next is “culture training,” in which trainees memorize colloquialisms and state capitals, study clips of Seinfeld and photos of Walmarts, and eat in cafeterias serving paneer burgers and pizza topped with lamb pepperoni. Trainers aim to impart something they call “international culture”—which is, of course, no culture at all, but a garbled hybrid of Indian and Western signifiers designed to be recognizable to everyone and familiar to no one. The result is a comically botched translation—a multibillion dollar game of telephone. “The most marketable skill in India today,” the Guardian wrote in 2003, “is the ability to abandon your identity and slip into someone else’s.”

25 notes

  1. jjarichardson reblogged this from azspot
  2. moderndancers reblogged this from azspot and added:
    I recently spent some time at my company’s intermediary office, and their call centre is based in Mumbai. The way they...
  3. hairtrending reblogged this from azspot
  4. stickersedmilibandfanclubarchive reblogged this from immortalnewsspork
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  7. littlebitmore reblogged this from azspot and added:
    Helpless, hopeless, depressing — The things people put up with to stay employed.
  8. gilmoure reblogged this from azspot and added:
    Well that’s fucking depressing. The grind and such. As a senior tech at my call center, part of my work involves...
  9. azspot posted this

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