A sector in which India has seen rapid growth other than politics is the outsouricing industry especially Voice based Call centers who take care of customer support and feedback and answering Questions to people who they cannot even imagine what runs their world.
most of us have always painted the picture of foreigner in our mind as the firanga rich white guy who comes to look at the Taj mahal and the spicy indian food. Movies dint help they showed the same description and even James Bond movies wanted to show India as a land of snakes and tigers. Perceptions changed and suddenly India became an outsourcing focal point and also in the area of web 2.0.
Recently i had an interaction with my erstwhile junior from college a very successful entrepreneur Ashwin Ramesh and he recounted a fact that one of his clients in USA asked him if there were a lot of snakes India to which he said i have been living here for 20 years and i have never seen a snake.
Why was i making that point to put in the bigger picture with outsourcing how long do organizations think they can exist with it. I had a friend who worked in a call center doing work for major London Tabloids and his work involved calling people and asking the routine questions of if they got the papers and all but he had to wear an identity and cover himself up with an accent
1) Will this help him in working ? No he is creating a personality and
2) Will it help the customer ? Maybe but in many cases they start to yell realizing its a youth from India (and nowadays south east Asia)
so what is the satisfactory outcome for the organization other than profit. Guess what will happen when a guy from Scotland with a heavy Scottish accent calls up a Sholapur kid who wont be able to breakdown what is he even trying to say or it will take a lot of time and will they have the patience it depends. People sometimes face even more racial barrage on revealing their religious beliefs which is not helping them
To wrap up am questioning the concept of outsourcing where people who have no idea with softwares explain on how to use them makes no sense it complicates life for everyone because its a major culture shock in an environment which is not matured to take it
1 comment:
Specifically well stated, outsourcing is one famous organizational solution nowadays because not only jobs seekers but also work providers are in to this kind of working description because of its effectiveness and innovative concept. Telecommunications such as call centers are also having this diversity. Human Resources too are massively converting themselves to this new technological process for its complexities that really needs attention at all ends. IT industry must lead an evolutionary campaign to change old traditional organizational ways and convert it to an effective and most significantly efficient solution bomb for a better and brighter future. This will be the start of a new empire ruled by United Nations.
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