Driven by Values

Update: Anurag is currently working in an international call center in Gurgaon. It is an inbound process (that means customers call him and not vice versa)

Powered by Intellect, Driven by Values - The motto had sealed where I wanted to go after college. But then, there was a gap of six months between the day that I left college and the day that I would join my dream company. So here I am, biding my time at a call center.

The BPO is technical support for an anti-virus company based in USA. The job profile - Technical Sales. Unsuspecting customers call in for three main reasons:

• Their software isn't activated.
• They want to get rid of the software.
• They want to know more about our products after hearing our advertisements on radio and television.

Did I mention it was a 'sales' job? we have to convince our patrons that their system needs more than just some software to optimize performance. What they need are Microsoft certified technicians who would take care of their system while they have peace of mind. And they need not look elsewhere because we provide technical support for their system dirt cheap. It was an exciting profile. As a matter of fact, I was able to crack my first sale on my very first call.

Now comes the grey area - We are fraudsters. The software when installed for the first time brings in a few viruses with it. So, viruses are found on the system even if there weren't any before our software was installed. and our software makes sure the user's system slows down to a crawl. The customer is left with no option except to get a Microsoft Certified technician to work on it. If we are convincing enough, they subscribe to our service and a technician rids their system of all problems. To add insult to injury, there's hardly any technician in our process who is Microsoft Certified.

Our trainer Ashish (amazing guy, really) told us this was our way of getting back at the US. In US, even a person who can't afford to have three square meals a day will have atleast one computer at his home. And there's hardly anyone who uses it for anything other than surfing the net, playing games or checking mails. So, we are simply teaching them a lesson by taking their money and solving minor issues.

It's really a fun job, hearing customers scream 'Oh My God' the moment I open the System Configuration Utility (Run: msconfig) and show them weird looking startup items. My training lasted all of 12 days before I started the OJT (On the Job Training). In the words of our trainer, this was because the floor was BLEEDING. There weren't enough sales people to pick up all the calls we were getting. Life was fun until...

One fine day (or night, depending upon the time-zone you are in) I got a call from a customer who had just purchased our product. He was having trouble removing viruses from his system. Piece of cake! This was the very last call in my shift. I thought I might as well take a remote session of his computer and show him exactly show it is done. The customer said I would have to wait some time before he would be able to do the needful for me to take remote assistance.

It was only when I tried to show the customer how the software worked that I realized he was completely blind - with Windows Vista OS on his machine. He was using a text-to-speech converter on his system and our software wasn't compatible with it. My heart went out to him, frightened at what damage our software may cause on his computer. I let him know it was better if he would ask for a refund and remove our software from his system.

It is one thing to fool a lazy bum who knows nothing except drinking beer or visit pornographic sites and another to take money from a physically challenged person who had not given up despite his disability. For the first time, I realized what we'd been doing was wrong. A fool and his money are soon parted, but you should not be the one responsible for the partition.

There had been another customer who said that we had installed our software on his system without his permission. He was quite irate and wanted the software uninstalled immediately. I tried to convince him that we had over 15 million customers worldwide and we did not indulge in such back-handed tactics. He said that if I actually believed in what I said I must be the only man with scruples in the software industry. he told me I could mention any of the big names in computers and he would tell me atleast a dozen malpractices they had participated in. We all remember Microsoft and Anti-trust, don't we?

I'll be leaving the company after two months (maybe earlier, only time will tell). I just hope Infosys is really driven by values. I can't have it any other way.