Channel 4 is an influential TV channel in UK. It is famous for its investigative reports and documentaries. Tomorrow (5 October 2006), Channel 4 is going to broadcast a documentary on data theft from Indian call centers. Channel 4 workers have spent nearly 1 year for making the documentary. It has already created a huge uproar in international media. I am stating here some of the headlines of the reports from various websites:
India BPOs under scanner after TV channel exposes data leak: International Business Times
Bank details on sale for a fiver: This is Money, UK
Outsourcing to India faces UK heat: Times of India
From the above headlines you can understand the severity of the matter. Forbes reported:
“India has succeeded in wresting a huge portion of the English-speaking world’s call center business from other countries, but an upcoming British television exposé on data theft could tarnish the sector’s already-questionable image.
The focus of the documentary is two middlemen, one of whom is captured on camera offering to sell a database with the credit card, passport and Internet banking details of as many as 200,000 people. The second middleman reportedly offered to sell the personal details of customers of companies like Halifax, Bank of Scotland and Woolwich for £5 ($9.45) each.”
There is no doubt that this is a serious accusation and it can cause considerable amount of unease among the officials of UK companies that outsource their call center jobs to India. Labor union leaders in UK will have now the best weapon in their fight against outsourcing. However, it is the consumers who would ultimately be worried most. No one wants their sensitive information get leaked.
NASSCOM leaders have come out and attacked strongly Channel 4. NASSCOM President Kiran Karnik said, "Such stories go to prove the lengths to which some vested interests will go to threaten this global industry with its reputation for customer value and security." So, he is trying to show that a conspiracy is going on against Indian outsourcing industry. NASSCOM leaders are trying to minimize the damages and Sunil Mehta, Vice-President of Nasscom, is going to try to convince the British media about the safety standards of outsourcing industry in India.
I am not sure about the reaction of the British consumers after watching the documentary. However, for Indian call center business, it is perhaps Doom Thursday.
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