BPO has been sold as the new economic nirvana in India. Millions are being invested hiring hopeful English-speaking youngsters from India's "shining" middle class into call centres and other IT-enabled jobs, the cutting edge of the service industry in India, now getting a little blunt as the advantage shifts into the outsourcing that has now hit the biotech and pharmaceutical industries as global pharmaceuticals discover how easy it is to conduct clinical trials in India. With the ready supply of human guinea pigs in an overpopulated country, who's going to bother if a few experiments go wrong ? With a government keen to take advantage of these trends, don't expect too many concerns to be voiced about health and safety. After all, you can't make an omlette without breaking a few eggs. Besides, we need a level playing field with other great respecters of their citizens' rights like China and Burma and Indonesia, or the newly democratic countries at the fringes of "old" Europe.
While BPO investors have been laughing all the way to the bank, here is a rare insight into the conditions of the cybercoolies who make their mirth possible.
New BPO mantra: Dial M-e-n-t-o-r
ALLEN O'BRIEN
TIMES NEWS NETWORK[ MONDAY, FEBRUARY 21, 2005 10:03:59 PM ]
* Cause : You bloody Indians, you don't know nothin'... You brownie, don't act smart... Why is your mouth stinking, you rat? That's what call-centre execs hear from Western callers.
* Effect : Call centres are hiring shrinks to mentor their staff and that of others in the same business. Delhi Times does a reality check...
Mentoring. That's the latest call-centre-to-call-centre trend. "The mentoring of call centre execs involves counsellors advising them on career, health, mental issues," says Sanjay Salooja, CEO of Empower, a BPO which plays mentor. "Everything is done anonymously. Call centre execs either call us up or e-mail queries. We then revert back with possible solutions," says Deepak Raheja, a psychiatrist with Empower. Why shrink therapy? "Because call centre execs are young and likely to crumble under work pressure. And if there are abusive calls, they can be totally shattered."
Psychiatrists make execs mentally strong to overcome difficult situations, says Meenakshi Mathur (name changed) of Eserve Solutions, a BPO. Agrees Lalit Tiwari, an exec with Wipro Spectramind, "Since we work 24x7, we need a mental balm; three hours of sleep isn't enough to soothe one's nerves after those calls." Adds Manpreet Kaur of GE Capital: "If all call centres could employ staff to provide mental-relaxation tips to execs, not only would people in the BPO sector last longer, they'd love their jobs too."
FAQs & answers
A first-hand account of SOS beeps from call centres
Q: I'm unable to cope with my work I try to meet deadlines but fail.
A: Prioritise your work. Adopt time management.
Q: Long working hours and working in shifts disturbs my personal life.
A: Accept reality. Plan weekly activities based on the time you have.
Q: I'm unable to work at night. Do I need special inputs?
A: Take a minimum of 8 hours' rest. Eat balanced meals.
Q: My job is hectic, monotonous, meaningless. How do I feel enthusiastic?
A: Find interesting and different ways of doing the job. Else, ask for different responsibilities.
Q: I'm fed up. I'm capable but my company underutilises me. My job offers no scope for career growth.
A: Look at others in your company and find out what qualities they have. Try honing your skills accordingly.
Q: I'm a stranger in my team. I have no role in decision-making.
A: Talk with your manager and clarify matters.
Q: Suddenly asked to join a new project, I'm insecure. There is no communication with the management.
A: Adopt the BIF (Behaviour, Impact, Feelings) approach. Have a word with your supervisor.
Q: My job is tough, my superiors are tougher. I face disciplinary action even if I exceed a call by a second more than the stipulated time.
A: Find out from colleagues how to complete calls in time.
Q: I've lost all interest in social outings. I just feel like sleeping.
A: Catch up with your social life on your weekly off.
Q: My superior tries to take advantage of me on the night shift. How do I handle it?
A: Ascertain policies related to harassment at the workplace. Take collective action if possible. [LOL]
Q: I work all night, sleep through the day. I don't have a proper sexual relationship with my husband. If this continues, my marriage will break up.
A: Speak to your bosses and get your shift changed. Else, change your job.
The BPOs in India face an enormous challenge in reducing attrition rate and this being a nascent industry needs to draw parallels.Before we proceed its important to understand the underlying reasons for high attrition rates, which are pretty steep and are around 40-50%. Currently it is about 35% in non-voice and 45% in voice call centers. About 80% of them look for better careers within the same industry.
Posted by: Business Process Outsourcing | September 18, 2009 at 02:56 PM