Thank you, Raveesh, for your response! I would like to let you know that my name is not "whatever"; it's Kritz. I hope you understand that. My question does not pertain to customers at all. I understand that call center representatives are well-trained in customer skills and phone etiquette. My question pertains to the language representatives use on the floor, not on the phone.
Sheeba/Raja, I have also come across some call centers that are against the usage of profanity. Currently, where I am working, I have encountered people using profanity, and I am tired of complaining. I have witnessed representatives, Team Leaders, and some managers using profanity, and sometimes the explanations they give are quite amusing. They tell me, "Chilax yar - it's just for fun," and claim it's nothing serious. Hence, I wanted to check with the BPO HR on what the next steps could be. I have already brought this up to the VP himself. He attempted to control and monitor the language of representatives on the floor for a while, during which people behaved well as long as he was around, only to revert to their previous language habits once he left.
Do you have any suggestions on how to ensure that representatives refrain from using abusive language?