Bangalore BPOs feel heat of UK terror plot

The Bangalore connection to the UK terror plot has ensured that the peaceful image of the city has taken a beating. However the ones who are the most affected by this are those working in BPOs, especially those in British process (which serve British customers).

BPO employees have started complaining of abuse from callers in the UK. The most common abuse they hear is, "You have given us bombs in exchange for jobs."

Reethu Patil, an employee in one of the firms, says that she is shocked at the way things have changed. "The attitude of most of the callers is so different. I remember when the blasts at Mumbai took place; the callers had a lot of sympathy with us. But now things are different."

Adds Angela P, also an employee in a BPO, "The language, at times, is abusive. It becomes really hard to bear it. We have complained to our supervisors. They have assured us of action."

Sudip Kumar, a supervisor, says that the British are just venting their anger. "It is not like the earlier days when callers did not know where they were calling. At least in the British process, the callers are aware of the place they are calling."

Sudip says that the problem has been brought to his notice and he has raised it with higher ups. It is the duty of the customer support executive to politely deal with the call first. If that does not work, then be more firm or else hang up.

Thoman Johny, a customer support executive, says that it is sad that the city has to be branded for the fault of a few.

The frequency of abusive calls is said to be one in every 50. Shalini Shetty, a supervisor, says that all calls were recorded and would be handed over to the higher ups in the UK. It is ultimately they who would have to take a final call on this.