Call centers were topic number nine in the month-long series that included episodes on junk mail, banks, and car-buying.

From the Call Centre section, I learned that:

• The UK has 4,000 call centers
  
• Call centers get 10 billion calls per year.
  
• British households will spend the equivalent of one whole day per year on the phone with call centers.
  
• The likelihood Indian call centers will get call backs for problems versus British ones is three times.
  
  

In the chat section of the website, there's a transcript from a live chat wherein a guy named Phil Taylor fielded questions about call centers, some from call center workers. Taylor is described as a "reader in Industrial Relations at the University of Stirling," and someone who "has conducted extensive research into the call centre industry for over a decade."

Here's a sample question:

Question from Liam: What did we used to be before call centres - and why are we whinging for? They're just a result of choice, which is what we/consumers want. Right?

Phil Taylor: Liam, this is a very good question. Call centres grew very rapidly from the early 1990's onwards. Take banking for example, previously you would have gone to your High Street bank for a range of services. What transformed the banking and financial sectors were the introduction by First Direct and Direct Lines of 24/7 operations. As a result all banks followed suit and created centralised telebanking operations. The advantages were cost-cutting. Obviously there are and were advantages associated with being able to pick up the phone and get a service completed by that medium without delay and without necessarily leaving the house. However, customer advantage was only ever part of the call centre package, and cost reduction through the centralisation of customer servicing was the principal driver which did lead to the closure of many High St banks.

The following complaints are listed in the "What Brasses You Off?" section of the call center segment:

• You have trouble getting through to speak to an operator
  
• You don’t liked automated menus
  
• Voice recognition systems don’t always recognize your voice
  
• Poor customer service
  
• Some call centers charge you premium rate for customer service
  
• Many call centers are now located in India

That last one struck me. I'm used to the anger about outsourcing, off-shoring, and shipping jobs overseas, but whenever I read about attitudes about Indian call centers in the UK, there's an extra degree of bitterness about it that I don't see in America.

Which brings me to a news item about Lloyds bank call centers in the UK stopping the use of scripts. The Scotsman reported on it today, and it was much like the Manchester Evening News coverage yesterday, but there was a little more about the bank's Mumbai, India center, which employs 1,300.

Here is what the Scotsman said about that:

A recent union survey of nearly 2,000 branch managers at Lloyds TSB found that 96 per cent thought customers were not happy dealing with staff in India, while 83 per cent thought customers received worse service as a result. Ironically, staff in India are the only ones at Lloyds TSB not to have used scripts.

Last year, Abbey switched call centre work back to Scotland and England from India, announcing plans to shut a centre in Bangalore. It followed growing complaints from customers, which included language problems.

My questions are: Do Brits complain about bad service from Indian call centers than Americans? Are UK callers angry at bad service, or just foreign service?

Here's the advice Indian columnist Nasha Fitter gave to call center workers suffering rude callers after the London subway bombings in July of last year:

1. Remember, it is not about you

Think back to a time where you lost your cool with a customer service agent or service employee when you were having a bad day.

Your anger did not stem from the actual customer service problem; it stemmed from a personal issue you were facing that day.

Does that make you an awful person? Of course not. Keep in mind that when people are frustrated, they say things they may not necessarily mean.

2. Count from one to 10

This will help you to become more patient as well as increase your level of concentration. While counting, think of something that makes you happy.

3. Keep your voice calm

It has a calming effect on the customer and conveys that you are in control. People lose respect for those who can't control their anger.

4. Politely request the customer to speak slowly and clearly

Ask your team leader what your company's rules for abusive customers are.

Find out if you are able to tell them to lower their volume, watch their language or simply hang up the call.

5. Getting agitated? Keep the customer on hold

Do this for a second or two, take a deep breath and get back to your call.

6. Listen to classical music

Bring a Walkman, Discman or Mp3 player to work; make sure you have some classical music.

Classical music has been found to help people calm down their agitated nerves and think clearly.

7. Is your call getting out a hand? Transfer it to your team leader/ supervisor

She/ he could step in and tackle the customer.

8. De-stress with a breathing technique or yoga

After an abusive phonecall, use the de-stressing facilities at your workplace.

Do breathing exercises at your desk or in the bathroom.

Fast breathing followed quickly by slow breathing can do a lot to calm your nerves.

Jumping around, even for a minute, or punching the air can help to release frustration.

9. Press the mute button and swear back

As your customer rattles off the abuses, you may be tempted to press the mute button and swear back silently, even as you switch to your sweetest tone when talking to him or her.

10. Chat with your team leader

Had a very taxing day with too many distressing calls?

She/ he will play counsellor and reassure you the abuse was directed at the company, not at you.