Gallery: Meet the People Who Pick Up When You Call Customer Service

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    José Sarmento Matos
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    A call center employee helping at Indian account during the day in Thane, Mumbai, India.
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    José Sarmento Matos
    02

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    Inside Altius, a call center company in Navi, Mumbai, India. Employees answer calls from India and the Middle East during the day, and the US and UK at night.
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    José Sarmento Matos
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    Two large call center buildings in Malad, a suburb of Mumbai, India. The region is a popular location for call centers.
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    José Sarmento Matos
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    Two call center workers break for dinner at 1 am, halfway through nine-hour shift in Pune, India. Employees who work internationally keep American business hours.
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    José Sarmento Matos
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    Bessie, or Rachel to American customers, is a transgender woman. She’s worked at call centers since 2009. “I started the transition when I joined this industry,” she says. “I felt like I was accepted as I am so then I could change.” Ortigas, Manila, Philippines.
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    José Sarmento Matos
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    Employees celebrate their birthdays with cake at the end of a shift at 7 am in Makati, Manila, Philippines. The event happens once a month.
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    José Sarmento Matos
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    22-year-old Depender goes by the name Robin when calling the US, providing technical support for Microsoft in Pune, India. He works 8-hour night shifts, sleeps three hours, and heads off the college where he’s working on a master’s degree.
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    José Sarmento Matos
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    Young employees listen to recordings of their calls to improve quality in a training room in Thane, Mumbai, India. Many have previous experience working with Indian clients before taking on customers abroad.
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    José Sarmento Matos
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    Call center employees take a quick nap in recliners in Makati, Manila, Philippines. The job is so exhausting some fall asleep at their desk.
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    José Sarmento Matos
    10

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    Call center workers responding to emails from customers of a US-based ride-sharing service in Makati, Manila, Philippines.
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    José Sarmento Matos
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    19-year old Danil is from the Philippines, but grew up in Greece. He moved back in 2015, and works in a call center helping Greek customers. He finds the job “very stressful and harsh, but in the end you get used to it.” Makati, Manila, Philippines.
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    José Sarmento Matos
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    Bessie commutes to her job at a call center at night in Manila, Philippines.
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    José Sarmento Matos
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    Rajender watches cricket with his daughter at home in Mumbai, India. The 42-year-old has worked in a call center for almost 20 years, and will soon be promoted to supervisor.
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    José Sarmento Matos
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    Bessie at home in Cavite, Manila, Philippines. She works at a call center at night, and takes care of her niece during the day.
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    José Sarmento Matos
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    33-year-old Ian crashes after a long night of work at 10 am in Manila, Philippines. He got his first job at a call center 12 years ago, and spent the last two years working from home.
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