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10-30 Rule

I was reading today the book "one night at the call center" by Chetan bhagat. Basically it was a story about the BPOs in india andthe incidents that happen over there forms rest of the plot. There was a mention about a rule which the call agents are told about during their training namely 10-30 rule. Having not heared of any such rule in the past, my curiosity made me read further and I was quite astonished to find out this rule is really one concept, which helps the Call center folks to remain calm when interacting with angry american customers.

Interested in knowing what it means ? Read further...It says though not in the exact words as in the lines to continue, it means that the IQ of an avg american of 35 yrs is equal to that of a 10yr old Indian kid....So stay calm and explain the technicalities as you would do to a 10yr old kid. Not sure if this is true but definetly a bold satire at the US...!!

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