Last week brought a lot of disgrace for the Philippine call center business. In a worst ever instance, 4 call center personnel working in a Philippine based firm was suspended following an incident. For the Philippine call center industry this incident is reported to bring about a massive blow to its growing reputation. The 4 accused call center professionals are awaiting for their final judgment as further investigation is yet to resume in a couple of days or so. The local authorities have probed for an investigation after the February 19 event.

What prompted this suspension?As per the news published in the New Zealand Herald, one of the well read daily in the country, it was an obscene SMS message that proved to be the main fault of the 4 professionals leading to their suspension from the job. The SMS message that was send from the service provider was directed to one of the customers of the firm’s New Zealand based client. What did the New Zealand Herald report?

On last Friday 19. 02. 10, the New Zealand Herald was found to report that Telecom, which is a telecommunications company based in New Zealand, has exposed the source of the obscene text messages that was received by some of its own customer at the beginning of the last week.

When did such incident occur?It was last Wednesday 17. 02. 10, when a woman belonging to the Whanganui District is to be reported to have told the authorities that she had received a text message saying “ F*** you”. After receiving such abusive message, she filed a complaint against the customer service cell of the Telecom. It has been reported that she has been a customer of this telecom company and has been facing problems of delays in the SMS service of the service provider. Suddenly, when she got this SMS message, she was annoyed by her service provider and decided to file complaint and part ways with the same. About the investigation:The offensive messages that some of the customers of the New Zealand based telecommunication company received were lastly traced to the Manila based office of the Sitel.

Now Sitel is the name of the multinational business process outsourcing (BPO) company of which the Telecom was a reputed client. Step taken by SitelCurrently, Sitel occupies a prestigious name in the Philippine BPO market. After this particular incident, industry leaders feel that this particular act will really bring about a lot of discredit for the company. See what the general manager had to say:The general manager of Sitel customer services- Trish Keith said that the company includes more than 1,500 team members in New Zealand and in Manila it includes 800. This incident will certainly be a massive disappointment for the entire workforce. On the part of the company, there have been repeated apologies made by the company officials. However, as per the GMA News. TV news, the company has chosen not to disclose the name of the all four accused call center personnel who have been responsible for messaging such abusive message.