I have respect for the name of Giri Institute because VV Giri was always involved in trade union acts before he became President. However, I find it difficult to understand why 'survellience' mechanism of BPO industry is given negative publicity which should in fact, be considered part of industry best practices. These practices are akin to safety practices of manufacturing units and were never questioned before. Researchers must be aware that being safe in an organization is not the right of employees alone, and the organization too has the right to safeguard its assets and employees from illegal or illicit practices. Indian BPO industries are the mast head of Indian development in IT sector and labour relations matters should be revisited in the changed scenario. Methods approved for other than BPO industries may not be a correct choice for BPO kind of industries where environment need to be highly controlled for safety and security of processes as these belong to the clients and any error or mistake may affect entire business and not the employee alone who commits them.I hope that such studies will interprete data in the light of changed paradigm.
While it is true that working conditions in BPO's may be extremely bad, we need to see things in full perspective. The fact is that Indian economy even after liberalization remains heavily regulated. That is why the youth have so little options. In the US, one can support oneself partime,and go to college without having to rely on anybody else. That is not so in India. The corrupt politicians in India, mostly leftists, would never allow foreign multinational companies to invest freely in India.And foreign investment is exactly what we need. Imagine no regulatory barriers in any field that you can think of: from insurance to rocket science to ballet to aviation. There would be foreign companies clamoring to enter india, because the possiblity of profits would be immense.With such large foreign investment would come greater career options. Just take the example of hongkong & south korea.Both places were almost as poor as india in the 1950's.But if you compare their standard of living to ours, the difference is in light years.The answer lies in the Nehruvian socilaist policies that have shackled Indians for so long.BPOs are not slave ships,india with its huge bureacratic structure is.
It will remain slave ships unless and untill there are union or forum for the employee..they do not have any unbiased platform to give vent to their problem....yes they are tied by their schedule and targets which are at time inhumane...but in the end everything boils down to salary..do you know any industry which pays..if yes then pls send the address to me so that i can apply
RE:Are Indian BPOs slave ships
by Alok on Nov 04, 2005 04:18 PM Permalink
Friend, You need to change your organizatuion then. We have spoken about the black sheep in the crowd and your organization looks like the one to me.Just because your organization/Process does not let you take a break or a nature's call, you can't generalize the overall BPO industry to be working that way.
Though I personally did not work in call centres here in North America, many of myfriends did. The employees have a basic pay and performance bonus based on calls handled and or business generated.
Same is true for any industry. What is wrong if an employer is expecting accountability from his employees? THis is imperative in today's cut throat and challenging economies. People are hired and fired in minutes in this part of the world, if performance is below expectation.
At the same time, i strongly beleive that the working conditions shall be human for any employee, whatsoever may be the industry.
RE:Is there reward without risk and challenges?
by Mahantesh on Oct 28, 2005 04:49 AM Permalink
Dear Friend, I am a BPO employee too. I am in this industry from past 3 years. Please do not think about the money you are getting now. Think about the huge amount that you will have to spend after some years for the medical expenses. You will spoil your health working at odd hours. This industry is all about bonded labour. We work for food and we don't get breaks to have dinner. We need to beg for a break. You can't answer natures call, you need to beg for a break for that too. We are explotied. Wake up my friend.
I too work in a BPO in Bangalore, and have been working for a little over a year. The comparison of BPOs to slave ships is all rubbish and a farce.In my tenure as an employee in a BPO, I never felt that way as I felt that my work was respected and more over I was also respected as an individual. But why are people cribing? I will tell you why... one to hide his inefficiency blames the other ... if people are so fed up working in a BPO, they are always welcome to quit and go for a sloppy job with a pay equivalent to that of a begger. Times are hard sometimes in a BPO industry but then if an employee can prove his worthiness he can survive it in splendour. Why do people overlook the fact that these BPO's are giving our youth the much needed employment. One thing that people have to understand is that not everyone can become a CEO, it requires a lots of hard work and not lots of cribbing.People expect promotion overnight which speaks in their contempt for the industry. Just a piece of advise, for people who badmouth the industry, CAN YOU GIVE US AN ALTERNATIVE? Well I cannot speak for all the players in the industry. There may me a few black sheeps in the crowd but not all.
yes,this is the way things operate in indian bpo dell intl services is a prime example of all this. it treats its employees like slaves and their whole growth and rating is based on the feedback given by the customers.that means even if the customer is angry or has been duped by someone else,the rep has to take email address for surveys which means his metrics are jacked.
While i do not agree to the term as prisoners we are much worse off at times. Basically we are really made to slog a lot. We are given targets where even in America they wouldnt be able to reach such targets. Indians are good. We do have people who always achieve such targets. So our dear companies raise the targets just to appease clients retain contracts. When such targets are raised the Company benefits in terms of billable hours and their SLAs. But our incentives or payments are never increased. At times we hear of places that offer a better pay off but when we shift there agreed we do at a little higher salaries. but the story is sad all over again. Problem is no call centre ever gives us any right to question the office policies. we can only seek clarification in open door policies but nothing as such as any altarcation has rarely been brought about.
Hi, This is what i feel everytime i hear of call center/bpo. We are working for less pay/odd hours for the benefit of others.Otherwise having "NO CREDIBILITY" or account for this slaveship.I think this issues are to be raised in our society seriously,not to tamper image of BPO but to have "Quality of life" at work.Which are opted by other outsourcing countries for their own people.
BPO (Call centre) is not categorised as hi-tech. Call centre is about answering call about customer's issue. I am a college drop-out (BA) working in BPO. Am I working in a hi-tech company ??
