Meet the workers answering your complaints - What in the World podcast, BBC World Service

Most of the world’s call centres are based in India and the Philippines, but major hubs are also on the rise in other regions - especially in Latin America. In countries like Colombia, Brazil and Mexico, thousands of young people work in this industry to earn money while they’re studying. They mainly answer customer services calls coming from the US, trying to solve their problems and dealing with a lot of frustrated customers - all in their second language. Click here to subscribe to our channel 👉🏽 https://bbc.in/3VyyriM BBC Mundo reporter Santiago Vanegas Maldonado, who’s based in Miami, explains why this industry is growing so much in Latin America - and how it’s affecting the local economy. Plus we hear from people who’ve worked in call centres to find out what it’s like. 00:24 Introduction 01:13 Paula’s story - why people take these jobs 02:31 Gerardo’s experience - pressure and low pay 03:20 Why call centres are booming in Latin America 03:54 Why companies still rely on humans, not just AI 04:55 How big the industry is and its economic impact 06:31 Which countries are leading the growth 06:58 Students using call centres to fund their studies 07:20 Overqualified workers turning to call centre jobs 08:00 Industry efforts to improve pay, training and mental health support Watch more episodes from What in the World here 👉🏽 https://www.youtube.com/playlist?list=PLz_B0PFGIn4eMOlGZclzdcHmv7s8BFQE6 Instagram: @bbcwhatintheworld Email: whatintheworld@bbc.co.uk WhatsApp: +44 330 12 33 22 6 Presenter: Hannah Gelbart Producers: Santiago Vanegas Maldonado, William Lee Adams and Chelsea Coates Video producer: Baldeep Chahal Editor: Verity Wilde ---------------- This is the official BBC World Service YouTube channel. If you like what we do, you can also find us here: Instagram 👉🏽 https://www.instagram.com/bbcworldservice Twitter 👉🏽 https://twitter.com/bbcworldservice Facebook 👉🏽 https://facebook.com/bbcworldservice BBC World Service website 👉🏽 https://www.bbc.co.uk/worldserviceradio Thanks for watching and subscribing! #BBCWorldService #WorldService #callcenter #callcenters #latinamerica