Spoilsports in BPO's?

S

shilpisri2000

Shilpi Srivastava
What are the spoilsports in BPOs?

1. Stress: Growing stress levels of call center agents led us to delve deeper and find out the factors that play spoilsport in the otherwise rewarding BPO job

2. Long working hours: Any call center agent works for 12 hours on any given day with only three 15 minute breaks through the day. This becomes difficult to manage as the body and mind tires out after a point of time.

3. Travel time: Most BPOs are set away from the bustle of cities and it takes more than an hour or two for cabs to reach their destinations.

4. Repetitive nature of work: A call center job gives little room for innovations and individual work. A day's work is defined for everyone in the same manner. The same script, same kind of calls and customers make the job monotonous and stressful on a day-to-day basis.

5. Overtime: Although this is not one of the larger concerns, call center executive feel stressed by the factor; with 16% of the respondents admitting the same. Most companies adequately compensate for working overtime, especially if one works on weekends.

6. Health issues: Factors like long night shifts, stress, pressure to perform on metrics, high call volumes and irate customers invariably take a toll on the health of the BPO executive. Common ailments that emerge are insomnia, depression, visual and hearing problems, and digestive problems. An increasing number of BPO executives are seeking counseling from psychiatrists and psychologists today.

7. Call volumes/Number: The challenge is to ensure both while delivering high quality on customer service. What is particularly stressful is that people on calls are hardly allowed breaks.

8. Pressure to perform on metrics: Efforts to attain the desired balance between the quantity and quality of calls remains a perennial challenge. The above factors are a sticky aspect of a career in a BPO. However, innovative HR policies aimed at relieving stress at all major BPO's have definitely initiated the process for a stress free work culture for the BPO workforce.

Do you agree with this? Post your thoughts.

Regards,
Shilpi
 
Yea u r very right Shilpi

In addition to the above points:

1) Less Team work that breeds bad politics

2) Drugs and other substance abuses that are a result of stress

3) Scapegoat, higher management is many a times non-functional and address very less to employee issues

4) Appeasing attitude towards seniors who reciprocate is prevalent among employees which leads to a rat race.

Do let me know if u agree?
 
Absolutely agree to the above points.

Any other points anyone can think of ?

Lets add more points to the list.

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Luring young students who havent even completed their grads with high paypackages .
 
Guys....... ur points are absolutely correct and this awareness is already spreading....... Most of the ppl also know about it, yet they prefer to join BPOs bcoz of the high pay package and the ease with which people can join them.
 
I agree with you that people join it for high pay packages but for how long they are paid like this. The BPO's are not hiring any people with, may be above 30 years. They only hire young gals and guys and they do join but their is actually no career............. What do you say?
 
shilpisri2000 said:
I agree with you that people join it for high pay packages but for how long they are paid like this. The BPO's are not hiring any people with, may be above 30 years. They only hire young gals and guys and they do join but their is actually no career............. What do you say?
Click to expand...
i wouldnt say that it is NO career.... but yeah the fight is a lot harder in ITES compared to IT. People do earn more credit and money when higher up in the rank.
 
I donot fully agree with "no career" in BPO. At least it is providing employment to hordes of people here. You would have to agree that BPO has opened new facets that have enabled people to take on their career. So we can't fully ignore the good points of the booming BPO industry.

But the topic of discussion here is different. The situation of call centers can't be improved much considering the amount of the non-employed/competing workforce waiting to fill in any vacant opening. The stress would always be there as other countries such as China, phillipines are trying to gobble up the bpo market. So stress runs straight from higher management till the exec.

Again the point that only young people are taken can be falsified by the point that as exp increases the people tend to go to higher profiles rather than Customer Care execs, so may be you can find many people above 30 in management.
 
Important aspect --------The social life.


Ppl working in BPO s miss regular social life , like normal gatherings ,,etc.

It also disturbs the relation between wife and husband. Husband working in night shifts, wife working in day shifts....

BPO jobs disturbs the normal life and relations..............


ABHI
 
yeah....round the clock shifts is definitely a problem.........me faced the same tooooooo.................but nowadays many call centers recriut ppl btwn the 30- 40 age for eg. accenture, EDS, and 3g.as far as i know, accenture has increased its age imit to 35 and sutherland too has increased it to 35.3g has it age limit as 40 which is the max in the call center industry as far my knowledge pertains.....

and yeah to correct shilpi the work timings are not 12 hours, its 9-10 that too it might go to 10 depending on your performance and efficiency...........................

stress and lack of innovation in the job is something that is an important feature of this industry...................................

but definitely for undergrads or fresher grads with a low score the pay package at call centers is definitely mouth watering........................the int call center continues to be booming and as far as india is concerned it shall continue to, keeping in mind competition from other countries like china, ireland, and various othe countries. So stress is continuousli rejuvenating and u really cant help it.................the regular intake of dese call centers is continuousli increasing and so stress and more pressure is something which shall comtinue in the call centre industry.
 
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