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One Night at the Call Center

One Night at the Call Center

by Chetan Bhagat 2005 320 pages
2.53
60k+ ratings
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Plot Summary

The Unexpected Train Encounter

A chance meeting on a train

Chetan Bhagat, the narrator, meets a mysterious woman on a train journey from Kanpur to Delhi. She challenges him to write a story about a call center, promising it will be his next book. Intrigued, he listens as she narrates the tale of six call center employees and a life-changing night.

Night at the Call Center

Life at Connexions Call Center

The story unfolds at Connexions, a call center in Gurgaon, where six employees—Shyam, Priyanka, Vroom, Esha, Radhika, and Military Uncle—navigate their mundane night shifts. Each character grapples with personal and professional challenges, from failed relationships to oppressive bosses, all while handling irate American customers.

The Call from God

A divine intervention

During a break, the group takes a drive and ends up in a precarious situation, trapped in a construction pit. In their moment of despair, Shyam's phone rings with a call from God. The voice on the line offers them guidance, urging them to listen to their inner call and make changes in their lives.

Facing Inner Demons

Confronting personal truths

Each character reflects on their life choices and inner fears. Shyam realizes his lack of self-confidence, Vroom acknowledges his dissatisfaction with his job, and Priyanka confronts her feelings about her impending arranged marriage. They all vow to make changes, inspired by the divine call.

The Plan to Save Jobs

A daring strategy unfolds

Vroom devises a plan to save their jobs by exploiting American paranoia. They create a fake computer virus scare, prompting customers to call the center for help. The plan works, increasing call volumes and buying time to prevent layoffs.

Confronting the Boss

A showdown with Bakshi

The group confronts their manipulative boss, Bakshi, using a fabricated email to blackmail him into retracting the layoffs and resigning. They demand severance packages and a chance to prove their worth, turning the tables on their oppressor.

A New Beginning

Embracing change and new opportunities

With their jobs secure, the characters embark on new paths. Shyam and Vroom start a web design company, Priyanka decides to pursue her education, and Radhika plans to leave her toxic marriage. The story ends with Shyam and Priyanka rekindling their relationship, ready to face the future together.

Characters

Shyam Mehra

A journey to self-worth

Shyam, the protagonist, is a call center agent struggling with low self-esteem and a failed relationship with Priyanka. Throughout the story, he confronts his fears and insecurities, ultimately finding the courage to pursue his dreams and rekindle his love for Priyanka.

Priyanka Sinha

Caught between love and duty

Priyanka is Shyam's ex-girlfriend, torn between her feelings for him and her mother's pressure to marry an NRI. Her journey involves realizing her own desires and breaking free from societal expectations to choose love over convenience.

Varun "Vroom" Malhotra

Rebel with a cause

Vroom is a passionate and impulsive call center agent who dreams of a more meaningful life. His dissatisfaction with the status quo drives him to devise the plan that saves their jobs, and he ultimately decides to leave the call center to pursue his true calling.

Esha Singh

A model's harsh reality

Esha is an aspiring model who faces the harsh realities of the industry. Her journey involves confronting her guilt and finding a new path that aligns with her values, ultimately choosing to work for a cause she believes in.

Radhika Jha

Breaking free from tradition

Radhika is a married woman trapped in a loveless marriage and a controlling household. Her story is one of empowerment, as she decides to leave her husband and reclaim her independence.

Military Uncle

Seeking redemption

The oldest member of the group, Military Uncle is estranged from his family due to his rigid beliefs. His journey involves recognizing his mistakes and seeking reconciliation with his son and grandson.

Subhash Bakshi

The oppressive boss

Bakshi is the manipulative manager of the call center, whose unethical practices and lack of empathy make him the antagonist. His downfall comes when the group exposes his misconduct, forcing him to resign.

Plot Devices

The Call from God

A catalyst for change

The call from God serves as a pivotal plot device, prompting the characters to reflect on their lives and make significant changes. It symbolizes the inner voice that guides them towards self-discovery and transformation.

The Fake Virus Scare

A clever ruse to save jobs

Vroom's plan to create a fake virus scare highlights the characters' resourcefulness and determination to protect their livelihoods. It underscores the theme of taking control of one's destiny in the face of adversity.

The Email Blackmail

Turning the tables on the oppressor

The fabricated email used to blackmail Bakshi is a key plot device that empowers the characters to confront their boss and demand justice. It represents their collective strength and willingness to fight for their rights.

Analysis

A modern tale of empowerment

"One Night at the Call Center" explores themes of self-worth, empowerment, and the pursuit of happiness in a rapidly changing world. The story highlights the struggles of young Indians navigating the pressures of modern life, from career challenges to societal expectations. Through the characters' journeys, the book emphasizes the importance of listening to one's inner voice and taking bold steps towards personal fulfillment. It also critiques the impact of globalization and the call center industry on Indian youth, urging readers to seek meaningful work and authentic connections. Ultimately, the story is a call to action, encouraging individuals to break free from their comfort zones and embrace change.

Last updated:

Review Summary

2.53 out of 5
Average of 60k+ ratings from Goodreads and Amazon.

One Night at the Call Center received mostly negative reviews, with readers criticizing its poor writing, shallow characters, and unrealistic plot. Many found the anti-American sentiment offensive and the story's resolution implausible. Some appreciated its humor and insights into call center life but felt it lacked depth. A few readers enjoyed the book's relatability and found it entertaining. Overall, reviewers considered it a disappointing work from Chetan Bhagat, with many questioning its popularity and literary merit.

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About the Author

Chetan Bhagat is an Indian author, columnist, and motivational speaker. He writes op-eds for English and Hindi newspapers, focusing on youth and national development issues. Bhagat graduated from IIT Delhi and IIM Ahmedabad before pursuing an international investment banking career, which he quit in 2009 to focus on writing full-time. The New York Times called him "the biggest selling English language novelist in India's history" in 2008. Bhagat is widely regarded as a youth icon rather than just an author, and has given talks at leading corporations and institutions.

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