夜班

六分钟

Six minutes

罗莎住在马尼拉。她三十一岁。她在夜里工作。

Rosa lives in Manila. She is thirty-one. She works at night.

她的办公室是一个呼叫中心，在十楼。这里有一百张桌子和一百部电话。

Her office is a call centre on the tenth floor. There are a hundred desks and a hundred phones.

呼叫中心为加拿大的一家网络公司工作。加拿大的人网络有问题。他们打电话，罗莎接电话。

The call centre works for an internet company in Canada. People in Canada have problems with their internet. They call, and Rosa answers.

在马尼拉，现在是夜里。在加拿大，现在是白天。罗莎从晚上十点工作到早上六点。

In Manila, it is night. In Canada, it is day. Rosa works from ten in the evening to six in the morning.

罗莎的电脑屏幕上有一份话术。这份话术里有每次通话要说的话。

Rosa has a script on her screen. The script has the words for every call.

“您好，我叫罗莎。请问有什么可以帮您？”这是话术的第一句话。

“Hello, my name is Rosa. How can I help you?” That is the first line of the script.

屏幕上还有一个钟。这个钟记录每次通话的分钟数。

On the screen, there is also a clock. The clock counts the minutes of every call.

“六分钟，”她的小组长说。“一个电话六分钟。不是七分钟。不是八分钟。是六分钟。”

“Six minutes,” says her team leader. “A call is six minutes. Not seven. Not eight. Six.”

她的小组长是一个穿白衬衫的年轻男人。他整夜在桌子中间走。他看每一个钟。

Her team leader is a young man in a white shirt. He walks between the desks all night. He looks at every clock.

“是的，我知道，”罗莎说。“六分钟。”

“Yes, I know,” says Rosa. “Six minutes.”

“很好。加拿大的公司为六分钟付钱。他们不为长谈付钱。”

“Good. The company in Canada pays for six minutes. It does not pay for long talks.”

夜很长。罗莎接了四十个电话。多伦多的一个女人没有网络。

The night is long. Rosa answers forty calls. A woman in Toronto has no internet.

罗莎读话术，她提供帮助。五分钟，四分钟，六分钟。钟很高兴。

Rosa reads the script, and she helps. Five minutes, four minutes, six minutes. The clock is happy.