Diverted to Delhi

An Australian shopper phoning Coles Myer an English housewife ringing Harrods and a New York stockbroker calling American Express all have one thing in commontheir customer service queries are likely to be rerouted to India and answered by Indians impersonating local operators Its an increasingly attractive business propositionlabour and setup costs are low yet the staff is keen and highly educated Diverted to Delhi follows university graduates through a training course as they put aside their own identities and learn to speak and think like their international callers