All around #2

Call centre operatives have a tough time. Or so I was told when I visited Bangalore this last week.

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“Sir, I’m calling from S~ C~ Bank, Sir, we have a very special scheme to offer you, Sir, Sir, Sir, you see, Sir, we can give you a personal loan of one and a half lakh rupees, Sir …”

“What’s your name?”

“Sir, my name is, I mean I’m calling from S~ C~ Bank, Sir ..”

“What’s your name? When were you trained?”

“Sir, I don’t understand, Sir, are you interested in a free personal loan …”

“When you were trained, didn’t they teach you that you should first ask the client whether it’s a good time to talk?!”

“Sir, I’m sorry Sir, do you already hold a S~ C~ credit card, Sir?”

“Did you check your data-base before calling me?”

“Sir yes Sir …”

“Will you please check what it says in the box for ‘Occupation’?”

“Sir, of course Sir, Sir it says …” SILENCE “Sir I’m sorry Sir!” Disconnection, busy tone.

She had called the Country Manager, Marketing for S~ C~ Bank.

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Another call, this one the stuff of legend.

“Sir, I’m calling from S~ C~ Bank, Sir, I am happy to inform you that you have been cleared for a personal loan yadda yadda ..”

The hapless recipient of this call is a perfect gentleman. He refused once, politely. He refused twice, politely. He refused thrice and said he had to hang up.

The call centre operative was polite, persistent. He hung on. He dangled bait of charge limits, further loans, credit points.

Eventually the client asked, “Do you use the A~ data-base? Is that how you got my number?”

“Sir, we’re not authorized to give out those details, Mr. Azeem, Sir, but if you would please sign on ..”

“Young man, Azim is my first name. My full name is Azim Premji and I really do not need a personal loan. Thank you.”

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