In an article published recently, a very weird sort of abuse has come to the fore! Call center agents are being subjected to some sort of physical abuse over the phone. Sounds impossible, does it? Hear us out! There is a cardinal rule among BPO agents that they are not supposed to hang up first when they are making lead generation calls to prospective customers. Now we all know how people react to such calls when they are not at all interested in making a purchase. But their repeated complaints and requests to stop making them cold calls fall on deaf ears. So they have devised a policy of their own.
These prospective customers make some loud and ghastly noise on the phone! They whistle loudly, sometimes use a sports whistle and often hold the phone close to a stereo system with the volume at full blast. The BPO agents have no other option but to bear it because by rule he cannot disconnect the call. The lead generation team cannot use any protective gear for their ears because that may get in the way of communicating with the customers. This sort of abuse leads to hearing problems for the call center agent. As a matter of fact, agents are aware that they will be subjected to irate customers and verbal abuse is part of their job. But this is a new one!
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