My first call center job was 16 years ago, as a 411 operator for Pacific Bell (before they were acquired by SBC and then bought, and re-branded itself as, AT&T). Through the years, I’ve always thought that a call center would make for entertaining TV. So, I was pretty excited when I first saw the preview for Outsourced on NBC. The pilot episode was funny. Although I’ve never travelled overseas for work, I have been involved with vendors in India, Philippines, Costa Rica and Panama. The “cultural immersion” aspect of the show brought back memories of stories my team members would share when they returned to the US after opening a call center abroad.
Running a call center, in any country, is a delicate balance between art and science (to steal a phrase from a very smart colleague of mine). It continues to be very challenging and rewarding work. I am looking forward to seeing if this show gains mass appeal. I know all of my call center friends are watching.
Links: Outsourced trailer on Hulu