I was anxious and excited, like child and was waiting for the cab from the channel which they had confirmed for 2.45 p.m. In spite of being a governmental channel there was only 15 minutes delay. The cabbie was courteous enough to tell me “Sorry for the delay!” I was totally amazed that the studio was inside our very own ‘Parliament House’. I am mesmerized by its vastness…Damn it does not ends and its calmness and serenity. For a moment I felt I am not in Delhi. The feeling was great! The cabbie stopped at an entrance and told me to enter the reception. When I went to the reception there was a security check, believe me when I say security people were 10 shades better than any other security staff(courteous and polite). Anyways I had to undergo 5 such checks but I dint mind it at all as the staff made it look like a child’s play.
We were directed to a corridor where I was introduced to Sameena the hostess of the program. I was shocked to look at her; her face was almost like a pan-cake. Her skin must be cursing her for doing such injustice. Oh man!!! She had make up all over her! She took us inside the studio where I met the other panelists- Mr. Sharma (Director YMCA), Ms Chitra (Director of a Theatre society at a college), Mr. Gaurav Sethi (Owner of a Fashion institute and couple of export houses), Ms Shikha (multi talented person she is a full time teacher at an International School, Part time works for an advertising agency and also runs hobby classes for art and craft) and Someone like me who is highly immature, and a firm believer of her dreams and an enriching experience of 6 years in BPO industry.
Anyways we were given a briefing and Sameena shared with us that there will be no editing hence its going to get recorded live. Shikha and I in particular were nervous when Sameena dropped the bomb- “ Aaap Sabko hindi main baat karni hain! Kosish kijiyega ki aap zyadatar hindi main hi baat karein.” Wohooooo I felt for moment I should run away I cannot do it. My heart started pounding so fast. Okay finally the audience was called in and we were asked to be seated. One of the productions boy was helping the Male panelists to fix their collar mics. When he saw me he said “Take it in!!!” :O Hella ya ……right guys yeah …but I stood up and said “This is embarrassing I mean what does he means by that, I will not do it!!!” Anyways I guess the big boss was listening he came running and disconnected the mic and told me put the damn thing on my collar from inside so that only the mic is visible not the cable. So FAR SO GOOD!!!! That’s all I’d say…..
Then they had this mic testing wherein everybody was bragging and I just said ‘Nashkar my name is Priya” and Sameena told me “Aap thoda aur boliye ….please hindi main boliye ….. !!!!!!! Anyways there I went- “ Mera naam Priya Kanchanbaras hain. Main pichley 6 saalon sey BPO main kaam kar rahin hoon. Angrezi un bhashaon main sey hain jo vishva main srvadhik boli jaati hain, kintu har jagah ek hi tarah sey nahin boli jaati. Aur jaisa ki aap sab jaantey hain ki Call centres main UK, US aur Austrailia sey business aata hain , is liye ek call centre executive ko English ka extensive gyan hona anivarya hain! Inhi karno varsh call centres training mein English Grammar, Telephone etiquettes and voice modulation par adhik zor hota hain. Chyunki aajkal youth learning key saath earn bhi karna chahta hain isliye yeh ek acha zariya hian.” Kuddooozzzzzzzzzz to ma Hindi okay LOL (Lemme translate it for those who cant understand “My name is Priya Kanchanbaras. I have been working for last 6 years in the BPO industry. English is one of the most spoken languages globally, however the diction differs. Since a lot of business is outsourced from US, UK and Australia hence executives need to be well versed in English. That’s why Training at most BPO covers following extensively – English Grammar, Telephone etiquettes, Soft skills, etc.)By the end of it I could hear my heart beating.
Gosh I was so dead!!! Anyways the next section comprised of discussion about “How to convince Parents?” I really liked what Mr. Sharma (Director YMCA) Said “If you are convinced I think it’s easier to convince your parents!” Then Sameena said –“Priya Aaap bataiye Call centres ko aaj bhi ek respectable career key roop main nahin dekha jaata hain- toh bachey kaisey parents ko convince karein?” (Translated in English _” Priya , I would like to ask you that how should youngsters convince their parents when the call centers are not looked upon as a respectable carrier?) Again the spotlight was on me… I shakily started-“ Yeh bahut acha prashn poocha aapney! Main khud ek chotey shehar sey hoon, jiska naam hain Meerut! Aaj sey 6 years pehley jab mainey BPO join kiya toh is tarah key kaafi sawal mujh sey bhi poochey gaye. Aajkal media aur press intervention bahut adhik hain, bachon ko exposure bhi kaafi hain isiliye Mata pita ko explain karna itna mushkil nahin. Aaj kal mata pita bhi apney bachon ki khushi ko hi aapni khushi mantey hain, isliye unko agar patiently samjhaya jaye toh veh samajh jaatey hain!”
(English translation-“ That’s a good question! I hail from a small town – Meerut! Hence when I joined BPO there were lot of eye-brows raised and I had to talk to my parents and convince them as well. Times have changed in past 6 yrs, the press and media has become very active. Hence the exposure youngsters have now is better which gives them an edge to patiently put across things to their parents!) Ahhhh What a relief? Was’ not expecting it, yet there was an applaud! :)
The others were talking as well but to be honest I was focusing more on what I had to say and putting my thoughts in order since I had to think a lot before speaking in Hindi! When Sameena told me that only 2 more sections are left- I breathed a sigh of relief! So in next section Sameena asked –“Kya safety measures liye jaatein hain call centre employees ke liye? Aapko kya lagta hain zayda ladkiya hotin hain call centres main ladko key muqabley main? (English Translation- What about the safety of employees at call centres? What is the ratio of females to males at a call centers?”) This question really caught me thinking. I said I have to be politically correct this time I cant be emotional here, -“ Well, mujhey lagta hian call centre industry, airlines aur hospitality industry ki hi tarah 24*7 kaam karti hain. In 6 years mein mujhey lagta hain ki is industry sey zyada organize koi bhi industry nahin hain. Yahan par policies itni zyada employee centric hain ki ek employee ko koi chinta karnei ki baat nahin!” (I said like any other 24*7 industry be it airlines or Hospitality BPO have and strict policy for employee development and safety. I feel that there is not other industry like BPO for the way it is structured. The policies of any BPO are centric to employees, that an employee is carefree about it!) Sameena interrupted- “Safety policy par thodi rushing daliye?” (Sameena said- What about the safety measure?”) I said- “Agar aap apneyaap sey comfortable hain aapkey saath kuch bhi galat nahin hoga, lekin agar aap hi vulnerable hain toh chaein aap bank ya PSU ya Call centres main ho aap kahin bhi safe nahin!” (I replied-“If you comfortable with who you are there is nothing that would go wrong with you, but if you vulnerable than irrespective of the industry you’re in be it PSU or banks or call centre you’re not safe!) Is par Sameena wittily asked me –“ Kya ratio hota hain ladko ka ladkiyon sey call centres main? (Sameena was quick enough to ask me-“So what is the ratio between the men and women working at BPO’s?)And I was quick enough to say-“ Mujhey lagta hain, Ladkiya ladko sey zyada kushal hoti hain baatein bananey main, isliye ladkiya outnumber kar denti hain ladko ko!!!!!” (I said-“I feel girls are better when it comes to striking a conversation hence the girls always outnumbers boys!” LOL) and everyone in the audience started giggling!
Then Sameena said this is the final section wherein the audience gets to ask the panelists questions, amazed I was that out of 5 questions asked 3 questions were directed to me!
The first question came from a student –“Es mandi key samay main jab saarey badey rashtra aapni economy ko bachaney main lagey huin hain, toh aapko nahin lagta call centre industry khatrey main hian?
(English Translation-“ In the times of Global economy crises, all the nations are working towards building their economy, Don’t ya think joining call centres at such a time would be very risky?)
I smiled (That’s typical of me when I am very nervous!)- “Main kahoongi yeh ek bahut mahatvpoorna sawaal hain aajkal yuvaon key dil main, par koi baat nahin karma chahta! Pichley 9 saalon main BPO in Bharat ka naqsha hi badal diya hain! Is industry ney na kewal beyrozgaroon ko rozgar diya hain balki ek aisey jeevan ka moh diya jo aaj sey 10-12 saal pehley log kewal kalpana kar saktey they! Par mujhey aap sabko yeh batatey huye bahut khushi ho rahi hain ki is mandi key samay main bhi BPO kahin nahin jaarahey hain! Agar antarashtriya level par US, UK aur Australia aapna business wapis ley bhi leyti hain toh India main national level par aaj bhi bahut sey call centre hain! Iska sabsey bada sabot hain koi bhi rozgaar ka supplement, jismein sabsey zyada BPO hiring key hi vigyapan hotein hain! Aur who bhi 20 ya 30 log nain 250 aur 300 log!”
(English translation- “ I’d say that an important aspect that am sure people from BPO industry are concerned about yet no one talks about it! I feel that BPO’s have changed the very face of India! This industry has given not only employment opportunities for the unemployed but has led a lot of people towards a life any youngsters could only dream off couple of years ago. However I am very glad to share with all of you that in the future even if countries like US or UK or Australia withdrew their business there is nothing to worry, India is still in the face of developing the service industry across various industries. So if you pick up any employment supplement it’s filled with hiring at various BPO and the number is not 20 or 30 odd people but it’s 250 to 300 people!”
I guess that was it, the last question, and I was elated to be a part of such discussion. Why am I writing today after so many days of leaving this post incomplete!!!! Moolah - yeah one of the co-coordinator from the channel’s called to ask me how my name is spelled, so that she could mail me my check!!!! WOW what an experience - a really enriching one!
