After nearly three years of technical support work in a call center, Saureshwar Banerjee was feeling restless. Days spent patiently talking people a world away through problems with their personal computers or an entire business' information system -- a single call often lasting more than an hour -- were wearing on him. Not so much the work, he said, but what the future held. "I was disillusioned by my growth prospects," Banerjee said by telephone from New Delhi. "I did not understand what my motivation was; I was not taking the initiative I had earlier."
Fighting Call Center Turnover With TLC
After nearly three years of technical support work in a call center, Saureshwar Banerjee was feeling restless. Days spent patiently talking people a world away through problems with their personal computers or an entire business' information system -- a single call often lasting more than an hour -- were wearing on him. Not so much the work, he said, but what the future held. "I was disillusioned by my growth prospects," Banerjee said by telephone from New Delhi. "I did not understand what my motivation was; I was not taking the initiative I had earlier."
