Coquitlam Public Library

Diverted to Delhi

eng

videorecording

Diverted to Delhi

897770852

Originally produced by Kachin Holdings in 2002

54

An Aussie shopper phoning Coles Myer, an English housewife ringing Harrods and a New York stockbroker calling American Express all have one thing in common - their customer service queries are likely to be re-routed to India and answered by Indians impersonating local operators. This form of outsourcing is now big business with over 200 of the United States' Fortune 500 companies choosing to service their clients via Indian call centres. It's an increasingly attractive proposition - the technology is instantaneous and labor and set-up costs are low yet the staff is keen, highly educated and available around the clock. Competition for these call centre positions is fierce. Diverted to Delhi follows a group of university graduates through a crash course at a private college, which they hope will prepare them for demanding job interviews. Over three weeks, they will attempt to improve their English language and presentation skills. They will be asked to change their names, modify their accents and put aside their own cultural identities as they learn to speak and think like their international callers

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