Call Center Racism

Photo credit: Sam Greenhalgh Flickr

A 2017 study revealed that Indian call center workers were often the target of racial abuse from US clients. The report mentioned the trauma experienced by one female call center agent from Hyderabad who every time a client hangs up “goes to the washroom and weeps. Then she dries her eyes and returns to her desk—to pick up her phone and her fake American identity and drawl once again.” The biggest fear of those clients is that call center workers are stealing their jobs and that everything is being outsourced. The report was based on interviews conducted between 2010 and 2012 with agents at two call centers in India. Most told stories of the verbal abuse they suffered.

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