NEW DELHI: Every time her client hangs up, the young woman from Hyderabad 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.
She is one of the many workers in call centres who face racial abuse from people viewing them as “job thieves”, says a new study on business process outsourcing (BPO) centres in India.
“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.
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