Painful truth of the Indian call centre 'cyber coolies'

Graduates burnt out by dreary work, unsocial hours and Big Brother-style observation - all at the end of your telephone.

Before becoming a call centre agent, working late into the night to answer insurance claims queries from Norwich Union customers, Vinita Rawat was a post-graduate student in English literature. She believes her fondness for Robert Browning and Jane Austen has given her an invaluable insight into British society, helping her penetrate the minds of the customers she speaks to 4,000 miles away.

Caller ID for Your E-Mail

Jack M. Germain

When the telephone rings, most people check the caller ID window before answering. If they see the name or phone number of a family member, friend, or business associate, the conversation begins without fear or inconvenience.

The telephone equipment cannot be tricked. Even when the caller ID window displays "out of area" or "name blocked" messages, telephone users do not have to worry about risking their identity or placing personal information at risk if they decline to answer.