One Night @ Call Center

                      One Night @ Call Center

                            Chetan Bhagat

About Author:

Chetan Bhagat (born 22 April 1974) is an Indian author, columnist, screenwriter, television personality and motivational speaker, known for his English-language dramedy novels about young urban middle-class Indians.
A noted public figure, Bhagat also writes for columns about youth, career development and current affairs for The Times of India (in English) and Dainik Bhaskar (in Hindi).
Bhagat's novels have sold over seven million copies. In 2008, The New York Times cited Bhagat as "the biggest selling English language novelist in India’s history"

 One Night @ Call Center

The novel has a Prologue, in which author Chetan Bhagat encounters a beautiful woman on a train trip. She offers to tell him a story -- but will do so only on the condition that he use it for his next book. It's set at a call centre, describing the events of a single night-shift -- and she warns him (and the readers) to expect at least one unusual occurrence:

It was the night ... it was the night there was a phone call from God.

The story is narrated by Shyam Mehra, who works at the Connections call center. Here Indians man the phones all night, fielding calls from American consumers who are having trouble with their electronic goods. The company is kept afloat by its account with Western Computers and Appliances, but isn't doing spectacularly well ("call volumes are at an all-time low -- Connections is doomed") and there's talk of "rightsizing" (meaning downsizing). Shyam works in the WASG bay -- the Western Appliances Strategic Group, handling home appliance issues -- people having trouble with their refrigerators, ovens, and vacuum cleaners.