IT Trends :: Thursday, June 15, 2006


One Night @ the Call Centre: Don’t Forget the 35:10 Rule

By Terry Calhoun

Thomas Friedman’s The World Is Flat was a good read, insightful, and thought-provoking. I read his columns in the New York Times regularly and can count on more of the same each time, but I don’t recall that he addressed the 35:10 Rule. He may not even know about it. Ditto for William Gibson; he of “The future is here. It’s just unevenly distributed.”

I hadn’t previously realized that out in some of those “other” places, people might think we Americans are pretty stupid. I can sort of handle people envying us, or hating us due to ideological beliefs, or their own ignorance, but I can’t handle the fact that they think we’re stupid.

I’ve probably never been as shocked, in recent memory, as when I read about the 35:10 Rule. Boiled down, this rule (allegedly taught to Indians in overseas call centers outsourced from the U.S.) represents the belief that 35-year-old American consumers are about as smart as 10-year-old Indian kids...

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