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A Look at Call Center Trends Today

by: soniaroody on Date: Tue, 12 Apr 2011 Time: 4:07 PM

Television series are now broadening their sights and making way for new and exciting stories that are catchy, unique, and undeniably funny. These programs are capturing the current lifestyle trends that most of us have failed to notice. One of the new television series on air today makes you think twice about culture differences, and how it can affect your whole life.

Outsourced is a new television program that revolves around the life of an American call center manager named Todd and his new home in India. The story begins with his supervisor telling him that their company is now outsourcing call center agents from India, and that he would have to live there to avoid unemployment.

In every episode of this new series, Todd is exposed to culture differences between India and the U.S. For example, he finds out that Indian marriages are often arranged by parents of the future couple, which is a common tradition in the country. He also observes the way Indians bobble their heads, which can mean a lot of things, depending on the situation.

On the other hand, the television series also shows how the Indian agents work in a western style of call center management. They are trained to sell novelties that do not make any sense to them or to their culture, which can be very confusing on their part. New office policies are quite the conundrum as well, especially since their implementation is always contested by the Indian supervisor of the company.

The series focuses on the call center trend today, wherein most large scale companies are now outsourcing their call center department from third world countries like India and the Philippines. Since outsourcing call center services in these places are cheaper than maintaining relative operations in the U.S., these companies tend to choose the low cost approach instead.

This means employment opportunities for the citizens in these call center hubs, though. They would only need to master the English language in order to provide excellent call center customer service. Of course, there are people like Todd who might experience a different kind of life with a new kind of culture in front of them.

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