Von and I have made it no secret that we work in a call center. Only the name and location have been changed to protect the not so innocent. The company we work for also has a call center in the Philippines to handle things such as billing and tech issues. It’s not an unusual thing for American companies to outsource some call center operations to other parts of the world.
On several occasions, I’ve had customers erroneously call me with complaints about the advisors overseas.
‘Thank God, I reached someone who speaks English!’
‘Where are you located? I’m tired of talking to foreigners!’
‘I hung up on the last person because I didn’t want to talk to anyone in China.’
‘I want you to get somebody from America on the phone!’
Those are just some of the ugly, nasty things I’ve heard over the years about the call center employees in the Philippines. It’s not that they’re incompetent or can’t do the job, people are offended because they’re not American. They use the excuse of a language barrier, when in truth they speak fluent English, some of them with or without an accent.
Sometimes they try to reel me in to their nastiness chuckling at their own derogatory humor, but I purposely let them hang themselves with awkward silence. If you feel this way about someone who’s different from you, what would you think about me, a black woman? You’re just letting me know what you’re all about.
Call center employees take their share of abuse and I’m pretty sure those from foreign call centers get it worse. That just adds to the widespread belief overseas that Americans are selfish, arrogant, and rude. How many of those call center employees go home with horror stories about the intolerant Americans they’ve talked to all day?
If you’re not happy with outsourcing, that’s fine, but it’s not the call center advisor’s fault. They’re trying to earn a living just like you. Write to the company you get your services through. If they refuse to change, take your business elsewhere. Just don’t make your grievances a personal attack on someone who’s just trying to do their job.