Doctor, doctor, help me please!

Nozia Sayyed / TNN / Jul 21, 2007, 00:00 IST

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To deal with the pressure of customers’ hate calls, many employees are seeking the help of psychologists.

To deal with the pressure of customers’ hate calls, many employees are seeking the help of psychologists. To deal with the pressure of customers’ hate calls, many employees are seeking the help of psychologists. To deal with the pressure of customers’ hate calls, many employees are seeking the help of psychologists. To deal with the pressure of customers’ hate calls, many employees are seeking the help of psychologists.

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TIME FOR COUNSELLING (AFP)To deal with the pressure of customers’ hate calls, many call centre employees are seeking the help of psychologists. It is not just about one night at the call centre. Instead, it is about night after night of agony and trauma of dealing with intransigent customers.Unable to face the customers’ tantrums – and language of course – more and more youngsters are seeking the guidance of psychologists.Says Radhika Kshirsagar, who was unable to take the ‘hate calls’ anymore, “Many of my friends from the same profession are bugged due to the abusive language and all those hate calls. But, I chose to overcome my problem by seeking treatment from a psychologist.”Sometimes, these hate calls are so bad that it is impossible to put up with the customers. Ketki Doifode, a call centre professional, says, “I was unable to cope with the abusive language that the callers used. Though the frequency of the calls was not much, it disturbed me a lot mentally.” Also, being a second year student, she found concentrating on studies really difficult. “But with counselling, I’m regaining my confidence,” she says.But, what about those who are completely unable to deal with the stress? Narayani Tikone, who left her call centre job three months ago, says, “I’m looking for another job, and I have decided that I won’t work in a BPO again.” Is she happy after leaving her job? “I’m calmer now. At least, those abusive calls don’t haunt me.”Says Dr Sangeeta Lunkad, a psychologist and counsellor, “Five to six patients who are suffering from mental stress visit me daily. And, at least one of them belongs to the BPO industry.” She adds, “Most of them crib about the hate calls, and even think of leaving their jobs. If counselling doesn’t help, I give them medical treatment and encourage them to gain a positive attitude towards life.” She suggests that a positive outlook, confidence and support from seniors will encourage BPO pros to be confident. That, in turn, can give them mental peace and job satisfaction. Is there a way out of this muddled scenario? Do employees have to put up with abusive customers?Says Rajan Fernandes, team leader in a leading BPO, “It’s a part of our job. We can’t say to the caller that ‘boss, we can’t entertain you’ and just hang up. That is why freshers are trained to handle such furious customers in a very polite manner. Even if he is furious, we need to keep our calm.” There may be lucrative opportunities for youngsters in this sector, but it all comes with a price tag.

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