It is a post-recession reality. Western clients are extremely cagey. If they think you are an Indian, their biggest fear is you are stealing their job and that everything is being outsourced, said its author Sweta Rajan-Rankin, from the University of Kent in the UK.
The study, released earlier this month, is based on ethnographic research with two global outsourcing firms operating call centres in India from 2010-12.
In 2012, an estimated 3.3 lakh Indians worked in call centres which provide customer-related services, second only to the Philippines, which had 3.5 lakh such employees.
Abuse happens almost daily… maybe one or two times in a day. During some point in the call, some people say `You Indians!!!` etc,” the study quoted a BPO employee as saying.
The researcher said the study was also relevant in the context of recent developments in the United States and UK.
In terms of the current context, with Brexit in the UK and Trump in America, recession, pulling back of services, we have seen a resurgence of national politics… you might see much more customer abuse, much more racial. Rajan-Rankin said in the 1990s, when the companies came to India, they used “complete masking”, that is, ensured that the Indian identity should not be revealed at all.