Accenture BPO:  Angry Associate Screams At Customer
By Rani Sharma

A young, handsome Associate Dheeraj Chaddha *  earning approximately  Rs 30,000/- per month working in Accenture was asked to resign by the management last week. The story behind the resignation is very interesting. A very upset customer had called up completely dissatisfied with his AT&T internet connection.  This customer had history with Accenture alleging poor service in the past..

And our Chaddha man was a little ‘tired and emotional’ and was in no mood to empathize and stay cool to solve other people’s problems.  How do you expect a guy in Bangalore to remain sane at 12 in the night and that too on a weekend. The customer was a little rude, and to cut a long story short he ended up using all the f’s and the b’s to our youngster Chaddha. Chaddha used every tactics he had learned in his book to remain calm,  but in the end he snapped and  told the client to  “F%&* Off” and cut the call.  Still seething with anger, Chaddha  scheduled a call back and recorded an expletive ridden message in the customer’s voicemail venting all his frustrations.  The message left was scathing:   “F%$%#* u American D%$# e.t.c e.t.c e.t.c”.  Need we say more.  The irate customer took the voicemail to the Supervisor at Accenture with a legal notice suing Accenture for defamation.

Chaddha had no choice but to resign. Accenture had the  record resignations in the past few months. It was 38 to be precise in the last week,  with at least  20 odd in their notice period. 3 out of this lot are for disciplinary, and security reasons. The rest for the only reason they are just fed up with their high-paying job which involved the daily stress of dealing with irate customers.  It’s just not Accenture, Dell is another example where retaining good employees is a hard battle. The only call-centers which have a good track record are 24/7 and Transworks who are coming up with a lot of opportunities for the employees to grow,  and innovative management programs which are a hit among the youngsters. The HR community of some high-profile corporate needs to wake up really quickly.

(Techgoss note:  Dheeraj Chaddha *  -  Name has been changed for obvious reasons)