To glorify a routine call centre job by talking about its “high-stress environment” will be to simplify matters. To wax eloquent further on the “tension of alienation and the tension of success” will be worse. The fact is that those working in the graveyard shift become stressed and bored as the novelty wears off. They might change their names and flatten their accent to suit the target customers in the United States or Europe. They would perhaps tolerate abuses, insults and biting sarcasm and be polite just to be able to retain their jobs. However, there is a limit to anything.
The fact is that there is a high level of attrition in the call centre business, and there are no easy solutions for the problem. The human cost of working late nights, the tension-related stress and health issues have to yet to be assessed fully and addressed. Earning Rs. 8,000 to Rs. 15,000 a month is not the be-all and end-all of life. Perks such as free transport, complimentary meals, and means of recreation cannot soften the boredom, tension and anxiety.
Whenever there is a downturn in the U.S., outsourcing is blamed for loss of jobs in that country. American businesses have a majority stake in some of the Indian call centres. The equipment used is mostly American, and as a result exports to India from U.S.-based companies have increased. Another important aspect of outsourcing of such ‘low-end’ jobs is that as a consequence the Americans are left free to take up more important jobs. No wonder, call centres and medical transcription facilities are springing up like mushrooms.
The question arises whether those in the developing countries should be doing such low-end jobs, that would release the personnel of advanced countries to concentrate on better and high-tech jobs. If such outsourcing would harm our interest in the long run, then why not refuse such low-end jobs in the first place? Cutbacks on outsourcing from the U.S. and other advanced countries could be a blessing in disguise since we could think of alternatives to business process outsourcing (BPO) jobs. They deprive young men and women of their quality of life. Surely, there would be other developing countries that would agree to take such low-end jobs. Since outsourced positions from the advanced countries constitute just a small percentage of jobs in the e-business space, it should not worry India too much. In fact, that could encourage some of the established software companies to outsource low-tech and repetitive jobs to other countries.
India is turning out to be a dumping ground for not only hazardous toxic wastes and work processes but also for low-end jobs. It is ironical that Indian workers have to remain awake at night, in order that businessmen, accountants and doctors from the developed nations could be sure their routine and boring work has been taken care of at a low cost and efficiently by someone else. Why should we become e-coolies doing the advanced countries’ cheap and routine jobs? On the contrary, we should become partners in high-tech jobs, and in advanced research and development activity.
The business of call centres needs regulation. It should be given a more ‘human face’, one that would prevent the exploitation of young men and women. A youngster who works in a call centre will also have expectations of enjoying the good life rather than working to the bones during the owl hours every night. To suggest that those working in the call centres are happy and contended and do not wish for a better life is a myth.
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