The Kick Off
On a cool winter’s night sitting at the table along with the family enjoying the lovely dinner prepared by the lady of the house while watching prime time television the phone rings. The caller on the line says,” Sir your transportation has arrived; it is waiting for you by the gate.” “Ok, I’ll be there ...” saying so the conversation ends... He bids good bye to the family members and takes a seat in the “cab”. The driver welcomes him with a friendly smile and the log sheet for the employee to sign. While the sheet gets inked the vehicle is cranked & is off on its destination with the local radio channel to kill the silence of the night.
The Entry and Anticipation
After the long journey the travelers get down and walk in to a well lit building. Is it the aroma of the night or that of the can sprayed by someone from the housekeeping team? The flooring is shined slick enough to give mirrors the goose bumps. Greeted by the security officers the male & female employees are frisked by male & female security guards respectively, following security protocols camera cellular phones and the like devices are put away in a secure locker for the night. Upon entering the shop floor the employees are lined up for a brief huddle. The shift manager communicates a range of details from procedures to team related details.
Round 1 :The Journey of the Day Begins
The clocks strikes the hour for the shift to commence, just like the whistle that urges the train onward to its journey the shift manager’s call prompts the agents to “lock & load “for the call of duty. A blip in the ear and it is the first call of the day. If there were an x-ray machine to read the impulses of the brain it would see the responses coming out the way an engine speeds up upon the inducement of nitrous oxide into the combustion chamber. With much deliberation the first call ends on a happy note. Thus prompting the employee to follow company procedures and conclude the interaction with the 1st customer of the day. This way a number of calls down and he hails to the shift manager for his coffee break.
A much awaited break
Upon return it is back to another barrage of calls when there is a lull in the flow. This gives him time to catch up on the action of his comrades. Be it someone’s’ break up to another’s marriage from Gucci to Govinda the musings of the gossip are endless. In comes the second wave and all hands go back to the battle stations from the frustrated and the furious to the sweetest and most appreciative the range of callers keep him unfazed and completely focused until the rumble in the gastro- paths call for a meal break. The unfinished discussions go on the cafeteria and into the break out zone where the moon greets him with a bright radiance. Not far behind is the winter chill that is eager to shake off the air-conditioning off of him and breathe in and replace it with fresh oxygen.
Round 2 : Business as Usual
At the strike of the next hour the next round goes as smooth all the way till the last few hours. Before a finale he and his team mates negotiate a time for a coffee break with the manager who looks at the system and grants them a pre-fixed time to proceed. The coffee break is downed with plans of the weekend and other points of relevance. They zero in on the plan for the weekend and get back to manning their battle stations until it’s time to go home.
Remains of the Day
At the end of the shift, the manager; much like a director saying “Pack up” calls them to his desk for a quick de-brief. From gist of how the day progressed to commendation of the “heroes of the day” he concludes the discussion. The employees break into the dawn unlike the vampires to the sunlight, stepping in to their rides to bring them back to the abodes to rest for the day.
Back to the Real World
It is a sweet winter morning and the employee is graced with a fresh cup of tea at home and a geyser waiting to wash off the battle scares so that he is ready for a good night’s sleep. Post the refreshing bath the table has a delicious meal waiting to be devoured by the soldier of the night. Bringing to end the day’s work with a smile.
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The author - Savio Tavadia is a veteran BPO professional and an avid blogger. He can be reached at SAVIOTAVADIA@gmail.com.
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