EuroAble: A call centre with a human face

For the last six years, Rajeev Mehta, a juice stall owner, has been struggling to meet the needs of his family. A polio victim, Mehta had to give up studies after his father fell ill when Rajeev was writing his eleventh standard final examinations.
Today, he is part of a unique business model that aims to provide jobs for handicapped people in the corporate sector.
Mehta -- along with his 70 handicapped colleagues, some of whom are graduates -- manages the Eureka Forbes call centre in Chembur, a Mumbai suburb. Called EuroAble, the 5,000 square feet call centre facility at National Society for Equal Opportunities for the Handicapped (NASEOH) centre in Chembur has been specially designed for people with physical disabilities.

Three months ago when Rajeev Mehta saw an advertisement calling handicapped people to run a call centre, he was pleasantly surprised.
He went for the interview and got selected. The call centre has helped him tide over the family's financial instabilities and secure a corporate job.
"Joining the call centre has been a great experience for me. The company has taken good care of us, trained us very well. We are very confident and happy to work here. It actually feels like home," says Rajeev excitedly.
A majority of the handicapped people working here are suffering from orthopedic disabilities due to polio.  They say handicapped people do no have good job opportunities in India in spite of being educated.
"I had applied for several jobs in the past but I was rejected. It was very disappointing. But now I am hopeful of a bright future," says Rajeev.

"EuroAble as an idea was conceptualised by our chairman Shapoor Mistry. We have received immense support from everyone for this unique centre which reinforces our belief and trust on the people with special needs," says Vinath Hegde, head, Customer Response Management, Eureka Forbes.
The company could not fix any specific recruitment criterion as most of them were shy to even speak up initially.

"We had to instill a lot of confidence in them through counselling. It took about two months to improve their language skills. Today, they tactfully handle some irate customers as well," says Vinath Hegde.
Other employees like Rajeev also faced financial problems and tragedies. Seema Dive lost her father 12 years ago. Despite her handicap, she had to work hard and support her family.
"I have an identity now. This is a great encouragement for all handicapped people in the country. Today, I have a strong footing, am financially independent and I hope to complete my graduation soon," says Seema Dive, who has an orthopedic problem with her right leg.

Thanks for the entire Team

Source : http://www.rediff.com/business/slide-show/slide-show-1-euroable-a-call-centre-with-a-human-face/20110413.htm