by Mathangi Krishnamurthy
In January of 2009, I was browsing through news networks when I came across a headline that read: “Indian call centre employee punished for harassing British woman”. Seeing that I was in the process of writing a dissertation on call centers around that time, my interest was piqued. The article reported that British Telecom (BT) had received a complaint from one of its customers saying that she had been receiving creepy messages from an employee at BT's call center. She had earlier called the customer centre in order to have an engineer sent to install a landline at her house and had subsequently been contacted by the agent who wanted to know where she lived and what she was doing for the day. The agent's name was reported as Hemant; the woman's identity was not disclosed. Hemant was reported to have subsequently begun sending her text messages on her phone, some of which are included in the article.
“Hello, Hemant this side with whom you spoke two hours ago regarding ur BT order. U must be thinking dat why I called u up second time without any reason of the call but to be honest I got attracted towards u and ur wonderful voice. Can I be ur friend?”
“As precious as u r to me, as precious only few can ever be, I know all friends r hard to choose but u r someone I never want to lose. Take care xxx.”
The woman is also reported as having complained: “The messages were inappropriate and very creepy. I felt as if I was being stalked.”
The messages are inappropriate in many ways. They transgress privacy, professionalism, and grammar all in one text. One wonders what manner of desire fuelled this transoceanic burst of sentiment. Did Hemant in his cubicle, attending to one British call after another find a moment of connection in the caller's “wonderful voice”? Did he see this as a way to bring nearer one of the many callers who were to him not even a face, but only a voice? Did she speak kindly to him and chat in a manner that assured him that she was ready and waiting for him to make a move? Was he egged on by colleagues who saw him flirting on the phone with a caller? Was it merely a dare? Did he, in the Lacanian sense, read beyond the phrase-ology of polite customer communication, in itself a complete economy of empty language gestures? Did he fill the emptiness with content of his own and break the symbolic understanding of customer-agent communication?

