Showing posts with label career. Show all posts
Showing posts with label career. Show all posts

Monday, June 14, 2010

A CALL CENTER STORY - The Essence of Outsourcing

BPO KPO LPO - My Call Center Story

The essence of outsourcing
 
By
 
VIKRAM KARVE

Short Fiction - One of my favourite fiction short stories, revisited...  


One leisurely morning, while I am loafing on Main Street, in Pune, I meet an old friend of mine.    
 
“Hi!” I say.    
 
“Hi,” he says, “where to?”    
 
“Aimless loitering,” I say, “And you?”  
 
“I’m going to work.”    
 
“Work? This early? I thought your shift starts in the evening, or late at night. You work at a call center don’t you?”   
 
“Not now. I quit. I’m on my own now.”    
 
“On your own? What do you do?”    
 
“LPO.”    
 
“LPO? What’s that?”   
 
“Life Process Outsourcing.”    
 
“Life Process Outsourcing? Never heard of it!”   
 
“You’ve heard of Business Process Outsourcing haven’t you?”   
 
“BPO? Outsourcing non-core business activities and functions?”  
 
“Precisely. LPO is similar to BPO. There it’s Business Processes that are outsourced, here it’s Life Processes.”    
 
“Life Processes? Outsourced?”   
 
“Why don’t you come along with me? I’ll show you.”  
 
Soon we are in his office. It looks like a mini call center.   
 
A young attractive girl welcomes us. “Meet Rita, my Manager,” my friend says, and introduces us.   
 
Rita looks distraught, and says to my friend, “I’m not feeling well. Must be viral fever.”  
 
“No problem. My friend here will stand in.”    
 
“What? I don’t have a clue about all this LPO thing...!” I protest.    
 
“There’s nothing like learning on the job! Rita will show you.”    
 
“It’s simple,” Rita says, in a hurry. “See the console. You just press the appropriate switch and route the call to the appropriate person or agency.”

And with these words Rita disappears. It’s the shortest induction training I have ever had in my life. 
   
 
And so I plunge into the world of Life Process Outsourcing; or LPO as they call it.   
 
It’s all very simple.

Everyone is busy. Working people don’t seem to have time these days, but they have lots of money; especially those double income couples, IT nerds, MBA hot shots, finance wizards; just about everybody running desperately in the modern rat race.

So what do they do? Simple. They 'outsource'...!

‘Non-core Life Activities’, for which you neither have the inclination or the time – you just outsource them; so you can maximize your work-time to rake in the money and make a fast climb up the ladder of success.


A ring, a flash on the console infront of me and I take my first LPO call. 
 
 
“My daughter’s puked in her school. They want someone to pick her up and take her home. I’m busy in a shoot and just can’t leave,” a creative ad agency type with a husky voice says.    
 
“Why don’t you tell your husband?” I suggest.  
 
“Are you crazy or something? I’m a single mother.”    
 
“Sorry ma’am. I didn’t know. My sympathies and condolences.”    
 
“Condolences? Who’s this? Is this LPO?”   
 
“Yes ma’am,” I say, press the button marked ‘children’ and transfer the call, hoping I have made the right choice. Maybe I should have pressed ‘doctor’.    
 
Nothing happens for the next few moments. I breathe a sigh of relief.    
 
A yuppie wants his grandmother to be taken to a movie. I press the ‘movies’ button. ‘Movies’ transfers the call back, “Hey, this is for movie tickets; try ‘escort services’. He wants the old hag escorted to the movies.”    
 
‘Escort Services’ are in high demand. These guys and girls, slogging in their offices minting money, want escort services for their kith and kin for various non-core family processes like shopping, movies, eating out, sight seeing, marriages, funerals, all types of functions; even going to art galleries, book fairs, exhibitions, zoos, museums or even a walk in the nearby garden.    
 
A father wants someone to read bedtime stories to his small son while he works late. A busy couple wants proxy stand-in ‘parents’ at the school PTA meeting. An investment banker rings up from Singapore...he wants his mother to be taken to pray, to do an elaborate pooja, in a temple at a certain time on a specific day.
 
Someone wants his kids to be taken for a swim, brunch, a play and browsing books and music.    
 
A sweet-voiced IT project manager wants someone to motivate and pep-talk her husband, who’s been recently sacked, and is cribbing away at home demoralized. He desperately needs someone to talk to, unburden himself, but the wife is busy – she neither has the time nor the inclination to take a few days off to boost the morale of her depressed husband when there are deadlines to be met at work and so much is at stake.   
 
The things they want outsourced range from the mundane to the bizarre; life processes that one earlier enjoyed and took pride in doing or did as one’s sacred duty are considered ‘non-core life activities’ now-a-days by these highfalutin people.    
 
At the end of the day I feel illuminated on this novel concept of Life Process Outsourcing, and I am about to leave, when suddenly a call comes in.    
 
“LPO?” a man asks softly.    
 
“Yes, this is LPO. May I help you?” I say.   
 
“I’m speaking from Frankfurt Airport. I really don’t know if I can ask this?” he says nervously.    
 
“Please go ahead and feel free to ask anything you desire, Sir. We do everything.”    
 
“Everything?”    
 
“Yes, Sir. Anything and everything...!” I say.    
 
“I don’t know how to say this. This is the first time I’m asking. You see, I am working 24/7 on an important project for the last few months. I’m globetrotting abroad and can’t make it there. Can you please arrange for someone suitable to take my wife out to the New Year’s Eve Dance...?”    
 
I am taken aback but quickly recover, “Yes, Sir.”    
 
“Please send someone really good, an excellent dancer, and make sure she enjoys and has a good time. She loves dancing and I just haven’t had the time.”    
 
“Of course, Sir.”    
 
“And I told you – I’ve been away abroad for quite some time now and I’ve got to stay out here till I complete the project.”    
 
“I know. Work takes top priority.”    
 
“My wife. She’s been lonely. She desperately needs some love. Do you have someone with a loving and caring nature who can give her some love? I just don’t have the time. You understand what I’m saying, don’t you?”    
 
I let the words sink in. This is one call I am not going to transfer. “Please give me the details, Sir,” I say softly into the mike.    
 
As I walk towards my destination with a spring in my step, I feel truly enlightened.  
 
Till this moment, I never knew that ‘love’ was a 'non-core' 'life-process' worthy of outsourcing.

Long Live LPO...!

Life Process Outsourcing
...!

Love Process Outsourcing
...!

Call it what you like, but I'm sure you've got the essence of outsourcing.
 
 
VIKRAM KARVE

Copyright © Vikram Karve 2010
Vikram Karve has asserted his right under the Copyright, Designs and Patents Act 1988 to be identified as the author of this work.





Saturday, June 05, 2010

DOING NOTHING Fiction Short Story


DOING NOTHING
Fiction Short Story
By
VIKRAM KARVE


From my Archives: One of my favourite fiction stories...a lazy Mumbai story I wrote a few years ago...
 


“What do you do?” she asks.
 
“Nothing!” I say.
 
“What do you mean ‘Nothing’? she asks. “You must be doing something!”
 
“I do nothing!” I say.
 
“Come on Vinay, stop kidding. I know you work somewhere.”
 
“Work? You asked me what I do, not where I work! I work at the Bureau of Statistics.”
 
“Bureau of Statistics? What statistics?”
 
“Vital Statistics.”
 
“Vital Statistics?” she asks her eyebrows arched in curious surprise.
 
“No, No. It’s not what you’re thinking. I meant statistics that are vital,” I say, trying to correct the faux pas. We compile, collate, consolidate, analyze and disseminate various statistics.”
 
“Wow! How interesting! Tell me more.”
 
“You can say that I am an obsolescent man dealing with obsolete things.”
 
“Obsolescent man? Obsolete things? I don’t understand. Where exactly do you work?”
 
“I’m in the smallpox section.”
 
“Smallpox?”
 
“Yes. Smallpox. I maintain statistics pertaining to smallpox.”
 
“That’s funny! I thought smallpox was eradicated long back.”
 
“Smallpox may have been eradicated, but my office is still going strong,” I say proudly. It’s true – sometimes the ends vanish but the means proliferate and flourish till eternity.
 
“I can’t believe it! If there’s no smallpox around, why maintain statistics?”
 
“If you don’t maintain statistics how will the world come to know that something has vanished, disappeared or become obsolete!”
 
“You work on vital statistics for things that are obsolete?”
 
“Yes. Obsolete! Earlier I worked in the typewriters statistics section and it was we who discovered that typewriters had become obsolete the moment we had nothing to do!”
 
“But what do you do whole day?”
 
“Nothing!” I answer emphatically. “I told you I do nothing, didn’t I?”
 
“Don’t you feel bored, restless, doing nothing whole day? Soon you’ll go crazy!”
 
“Bored, restless, crazy? Not at all. Thanks to my work, I have developed the ability to savor long hours of leisure – a gift most of you so-called ‘busy’ people have lost, or probably never acquired.”
 
Yes indeed, my dear Reader... I do nothing. That’s what I love to do the most, that’s what I do best, and that’s what I do almost all the time – ‘Nothing’!
 
Well, actually, I love doing nothing because for most of the time I have nothing to do. I have plenty of leisure, plenty of time to do nothing, which is rare in a place like Mumbai, and I am always busy doing nothing... my life’s leitmotif being that famous epigram of Chang Cha’ao :
 
Only those who take leisurely what the people of the world are busy about can be busy about what the people of the world take leisurely.
 
I told you I have the ability to enjoy and savor long hours of leisure – a talent which is quite rare in today’s hectic world where everyone is busy running their own rat-race.

I am lucky to enjoy so much leisure, for I am not running in any rat-race.

I may not be a rat, but I am a man of no importance, neither handsome, nor wealthy, nor successful, nor powerful, nor famous, nor, indeed, particularly well endowed.

How can I describe myself...?

The most apt word may be ‘anonymous’.
 
Oh yes, I am an ordinary man who looks so undistinguished and commonplace that you won’t notice me in a crowd, or even if there is no crowd, for I just blend into the surroundings. And in my anonymity lies my power, my freedom, to do nothing.

You may call me an idler, a loafer, a loser, a failure – but I just don’t care, as long as I can pleasurably wallow, revel and rejoice in my anonymity, doing nothing.

Indeed, anonymity is a sine qua non for my ‘doing nothing’ philosophy of life.
 
Hey, we’ve digressed...! Enough of pontification. Let’s return to the conversation I’m having with the beautiful lady and let me tell you how it all started.
 
One evening I leave my office, after a busy day of doing nothing, cross through the Horniman Circle garden, walk down Vir Nariman Road, past Flora Fountain, cross MG road at Hutatma Chowk, pick up a vada pav at Ashok Satam’s stall next to the CTO, stroll leisurely towards Churchgate while the sea of humanity rushes by like a deluge, fortify myself with a refreshing cup of Irani tea at Stadium restaurant and sit on the parapet on Marine Drive staring vacantly at the tranquil sea doing what I do best – Nothing...!
 
“Hi!” says a melodious feminine voice shaking me out of my reverie. I turn around. It’s Roopa, my classmate from college. She’s quite a looker and I feast my eyes on her in a yearning sort of way which is worth a hundred compliments.
 
She blushes at the genuine admiration in my eyes and says, “It’s so nice to see you, Vinay. After so many years. And here of all the places!”
 
“I like this place. It’s one of my favorites. I come here most evenings,” I say.
 
“And what were you doing sitting and staring blankly at the sea like a lost case?”
 
“Nothing.”
 
“Nothing? You spend every evening here doing nothing?”
 
“Yes,” I say. “Of course, once in a while I go to the Gateway, or land’s end at Nariman Point, or the Chowpatty side, or even HangingGardens. But this is my favorite place for hanging out and doing nothing and most evenings I’m here.”
 
“What do you do?” she asks.
 
“Nothing!” I say.
 
(And then we have the conversation about my work that I have described earlier in the beginning, at the start of my story...)
 
“Aren’t you happy to see me?” she asks.
 
“Of course I am happy to see you,” I say looking directly into her large brown eyes.
 
“You’ve told me everything about yourself, but you haven’t asked me anything about me,” she says.
 
“I’m no nosy parker. I don’t like to be too inquisitive,” I say.
 
“Inquisitive? But you can be a bit curious can’t you? Don’t you want to know about me? What all I’ve achieved since college, what I’m doing, my work – aren’t you interested in me?” she asks.
 
“I was always interested in you. Don’t you remember? It was you who never gave me any bhav. You used me as a messenger to carry love letters to your boy friends, that’s all,” I say.
 
“Please don’t say that. You know you were so sweet, that you were the only boy we all girls could confide in, talk to freely, knowing you would keep our secrets safe,” she says.
 
“Okay Roopa, confide in me. Tell me, what are doing here?”
 
“I’ve come for my visa. They said it’d take an hour. So I just came here to kill time.”
 
“Visa? Here in Churchgate? I thought the visa office was in Breach Candy or somewhere there!”
 
“That’s the US Consulate. I’ve already got that. The UK visa office is here. In the Brabourne Stadium building, near Rustom Ice Cream.”
 
“Ah! Rustoms! Come on Roopa, let’s have some ice cream. Or sweet curds. Or whatever you like.”
 
“Let’s eat something first. That place looks good,” she says pointing to the Pizzeria, opposite the Marine Drive, where Talk of the Town was once there. “We’ll sit there and talk. And have some pizza.”
 
I order a huge special pizza, she orders a small one, and she begins talking about herself.

I am easy to talk to, for I listen well. You'll understand what I mean once you talk to me. I know when to egg you on... by a subtle gesture, an encouraging look, or an appreciative word of genuine interest. It's all about building rapport...sensory acuity...matching and mirroring...if you've done NLP you know what I mean. Believe me... I have the knack... and when you talk to me your words will just come tumbling out.
 
Roopa tells me everything, about her Masters in Computers after we graduated in Maths, her natural talent in Software, her meteoric success, her globetrotting projects, her career rise from job to job, from Mumbai, Bangalore, Gurgaon, to her present job in a top IT company in Pune. And also about her recent marriage to Deepak, another hotshot IT type working in the same company as hers.
 
“You know Vinay,” she says excitedly, “I am on the verge of breaking the glass ceiling. This project, the next one year, is crucial, it’s a do or die situation for me. If I succeed, my life is made forever. It will be a career breakthrough for me and there will be no looking back. I’ll be able to set up my own company. Maybe move to the States, Seattle.”
 
I nod and focus on my pizza.
 
“It’s going to be very hectic. US, UK, Europe, Far East, Middle East, everywhere – I’ll be globetrotting all over, living out of a suitcase.”
 
“Great,” I say. “When do you take off? Tonight?”
 
“I wish I could, but there’s a small hitch.”
 
“Hitch?”
 
“I’m pregnant.”
 
“Fantastic!” I say... but from the expression on her face I instantly realize that I have said the wrong thing, so I look down into my pizza and pretend to dig deep.
 
“It’s all wrong. The timing, I mean,” she says. “I’m so meticulous at work... I just don’t know how I could be so careless in my personal life and mess up everything.”
 
I say nothing. She wants to hear silence, silent approbation, and that is what she will hear. That’s the trick... always say something that the person you are talking to wants to hear... otherwise just keep quiet.
 
“I have to do something fast!”
 
“You asked your husband?”
 
“Are you mad? The moment Deepak comes to know, he’ll start jumping with joy having proven his virility. Everyone will come to know. And it’ll be curtains for me as far as this project is concerned.”
 
“You can still go, can’t you?”
 
“It’s a one year project. The moment my MCP bosses hear I’m pregnant, I’m out. And my husband – he’ll be the happiest. As it is he is inwardly jealous that I’ve got this project; that I’ll succeed and leave him behind. I must do something fast, isn’t it?”
 
My mouth full of pizza, I nod my head.
 
“Vinay, please tell me,” she says getting emotional, “my priorities are right, aren’t they?”
 
“Yes, of course, your priorities are right,” I say emphatically.
 
“What do you say? Now, at this crucial juncture, I should focus on my career, don’t you think? I can always have all the children I want later... isn’t it?”
 
“Very right. Very right!” I say. “Roopa, you’re absolutely right!”
 
“Thanks, Vinay. I’m so lucky I met you. You are the only one I’ve told all this. Thanks for talking to me. You’ve helped me make my decision,” she says extending her hand on the table.
 
I place my hand on hers, press gently and look into her brown eyes.
 
“You’re such a darling, Vinay,” she says, “it’s so comforting to talk to you.”

And then tears well up in her eyes and suddenly she breaks down, oblivious of the surroundings. I move across, caress her head and gently soothe her.
 
We talk a bit, and I walk her down to Rustom for a ‘Sandwich Ice Cream’, she collects her visa, and I bid good bye to a reassured, composed and determined Roopa as she gets into a taxi on her way to catch a Volvo Bus to Pune.
 
And then I leisurely stroll towards my favorite place on Marine Drive to continue 'doing nothing'.
 
I rinse my lungs with the refreshing sea breeze, and suddenly smell a strong whiff of perfume, or maybe it’s one of those overpowering deos!

I turn around. It’s the ravishing Nina, another of my ‘achiever’ go-getter classmates who after her MBA is now a hotshot in a top MNC.
 
I’ve seen her sometimes on Marine Drive, in her chauffer driven car, driving home late evening from her office in Nariman Point to her home on Malabar Hill. Once she even stopped and asked me if I wanted a lift, an offer I politely declined, and then she asked me what I was doing, and when I told her I was doing nothing, she gave me an uncanny smile, and I notice that every time she sees me ‘doing nothing’ on my favorite spot on Marine Drive from her car, she looks at me in a curious sort of way.
 
“Doing nothing?” she asks naughtily, her eyes dancing.
 
“Yes. How did you know?”
 
“Come on, Vinay! You told me once, remember? I see you here almost every evening while driving home.”
 
“And you never stop to say hello?”
 
“I don’t want to disturb your penance.”
 
“Penance? That’s malapropism!”
 
“Sorry. I mean your ‘doing nothing’ meditation.”
 
“That’s better! And what makes you disturb my meditation now?”
 
“I want to talk to you.”
 
“Okay. Talk.”
 
“Not here. Too many people here. Let’s go to some quiet place where we can be alone.”
 
Hanging Gardens? Remember our favorite bench in the secluded corner?”
 
“Okay. But don’t do anything naughty!”
 
“Let’s go. Where is your car?”
 
“I let it go and I walked down from my office. Didn’t want the driver getting too curious.”
 
“Okay, I’ll get a cab. Hey, why not just walk down Marine Drive? Walking and talking – it wouldn’t look suspicious.”
 
“Okay,” she says, "let's walk and talk."

And we walk and we talk.
 
Being a ‘facts and figures’ finance person she doesn’t beat about the bush and comes straight to the point.
 
“I’m pregnant,” she says.
 
I suppress my emotion. This is too much for one evening. First Roopa, and now Nina.

Coincidence, serendipity, I don’t know what...or maybe it's pregnancy season.
 
This time I’m careful not to say anything.
 
“Aren’t you going to congratulate me?” she asks.
 
“Of course. Congratulations!” I say.
 
“You’re the first one I’ve told. I just got the report this evening.”
 
“Your husband? You didn't tell your husband?”
 
“No.”
 
“Oh my God! Is it someone else?”
 
“Shut up!”
 
“I’m sorry. But you must tell your husband immediately.”
 
“And he will immediately rush me to the nearest abortionist!”
 
“What?”
 
“We took all the precautions, but it’s happened. I want the baby.”
 
“Of course you must have the baby,” I say.
 
“I must. Isn’t it? What do you feel...I must have the baby...isn't it...?”
 
“Of course you must have the baby. But why doesn’t your husband want it?”
 
“I told him that when I have a baby I’m going to quit my job... at least take a long break to bring up my child. That’s the right thing to do, isn’t it...?”
 
“Oh yes, of course that’s the right thing to do.”
 
“I feel being a full time mother is more important. At least when the baby is small, isn’t it?”
 
“Of course being a full time mother is most important...especially when the baby is small. You must take care of yourself from right now. Come on I’ll call a taxi. You shouldn’t strain yourself so much.”
 
“How sweet of you! Just let’s sit there by the sea.”
 
“Tell me, why doesn’t your husband want you to have a baby now?”
 
“Because he knows I’ll quit my job.”
 
“So?”
 
“Who is going to pay the EMI for the luxurious penthouse apartment he wants to book?”
 
“Penthouse Apartment? It can wait. The baby is more important.”
 
“That’s just what I’ve been saying since we got married.”
 
“So?”
 
“He feels we should have all the material things first before we have a baby.”
 
“He’s got his priorities wrong.”
 
“He’s wrong, isn’t it?”
 
“Yes, he’s wrong. And you’re right.”
 
“So I should go ahead with the baby, isn’t it?”
 
“Of course.”
 
“And quit my job.”
 
“Of course you should,” I say, “and you go and tell your husband right away and put your foot down. Tell him: ‘The baby takes priority, the penthouse apartment can come later’.”
 
“I will, I will,” she says looking happy and emboldened.
 
“You must do what your conscience tells you. Listen to your inner voice. Be the strong girl like you were in college,” I say.
 
Nina gives me a genuine smile of affection and says, “I’m so glad I talked to you, Vinay. Thanks for helping me make my decision.”
 
After Nina leaves in a taxi I sit by the sea at Chowpatty at the end of Marine Drive, marvel at the spectacle of the sun being swallowed by the sea, and reflect.

Roopa and Nina. What contrasts!

I loved talking to them.

I love to talk to anyone who wants to talk to me.

Talking to someone who needs comforting seems to make my own troubles go away!
 
 
 
VIKRAM KARVE
Copyright © Vikram Karve 2010
Vikram Karve has asserted his right under the Copyright, Designs and Patents Act 1988 to be identified as the author of this work