Formal sector – bpo and its employees

 BPO stands for ‘Business Process Outsourcing’.
 That just means, outsourcing of businesses
processes from developed countries to the
developing or Third World countries to get
faster results & bigger profit margin.
 They are both Domestic and International.
 BPOs were introduced in India in the mid 90s
& since then experienced a lot of change. Today
it is the pillar of the Indian economy.

 Voice based
call center
requires
direct
interaction
with some
clients via
phone.
 Non- voice
based does
not require
direct phone
interaction
but may
require
internet chat
& email
interaction.

1. Communication: sentence structure, speaking
proficiency, telephone etiquette, attitude to learn,
ability to perform.
2. Team management, Team player
3. Comprehension
4. Empathy and listening skills
5. Decision making (regarding handling certain calls &
giving out information regarding the company)
6. Attitude & stress management
7. Job knowledge
8. Academic
9. Cultural fit

According to NASSCOM & McKinsey
report, India has been the leading
outsourcing destination in the last decade.
It accounts for 65% of the global industry
in off-shore IT and it accounts for the 46%
BPOs in our country.

1. Shortage of skilled workers
2. Stringent government laws
3. Demand growth will slow down
4. Competition
5. Language and accent
6. Cost cutting and attrition
7. Cultural differences

 Knowledge process – high added value processes
chain; achievement of objectives in highly
dependent on skills, domain knowledge &
experience of people doing the activity. When this
process gets outsourced then its usually known as
“Knowledge Process Outsourcing”.
 Handles a lot of skilled work, depth of knowledge
and involves judgment factors.
 It includes outsourcing of Research, Analysis, and
other sectors like Legal processes, intellectual
property, patent related services, web-
development, market research, etc.
 Future of this sector was expected to reach the USD
12billion to be outsourced to India. (NASSCOM)

 Offers a wide range of services to world class
customers.
 Is an experienced global outsourcing provider.
 Adapts quickly according to the needs of the market.
 Caters to four continents across the globe- India, UK,
US and Middle-east & Africa.
 BPOs and KPOs

 One Day field visit
 Face to face interaction with the a few
employees.
 Meeting with the Sr. Human Potential Manager
 Customer care services through skilled agents.
(voice based)
 The agents are trained to meet business goals
and strategies.
 24 x 7 availability.

Site
Head
Senior
Manager
Manager
Assistant Manager
Project Leader
Team Leader
Team coachers (15 CSAs)
Sr. CSA
CSA (entry Level)

Vertical Path:
The hierarchy from the CSA level
Horizontal Path:
 Quality Department
 Compliance Department
 Business Development
 Performance Management and IT

 Dynamic organization
 Great work environment
 Vertical (Internal Job Postings) and (Internal Job
Recruitment) Horizontal growth
 In-house Fast Track Career Chart, Mapping the chart of
Growth
 Counseling cells, voice box programs, Open Door policy-
to help workers have spiritual, mental and emotional
harmony

Facility of pick and drop
Various tie ups with the companies to give coupons
and vouchers for shopping
Various games and tournaments for personal
growth (after work hours)
Rewards and recognition for motivation

Valentine’s Day gift for
one day
The office
decorations

 The main objective of this study is to understand the
work culture and social life of the employees in the
BPO sector.
 The secondary objective is to measure the personal
aspirations of the employees.

 21 respondents were surveyed with written questionnaires
 The sample population was in the evening-night shift
(5:30pm-3:30am)
 The respondents were CSAs or Sr. CSAs
 The respondents are in the age group of 18-30
 85% of the people are single and have a family size of 2-5
members
 80% are freshers in the organization and the field. The
remaining 20% are those who have experience are from the
BPO sector
 Salary:
CSA:- 160000- 25000
Sr. CSA:- 26000- 35000

 2 Breaks- 45 min food break & 20 min tea break
The washroom breaks are not counted.
 The breaks were rated sufficient and good by 100%
respondents
 Casual leaves allowed could be summed up as 1 – 3 per
month (avg.) from the 99% response to the question
 100% of the respondents denied overtime (that makes
them free of extra work!)
 76% of people have relationships varying in the
degrees of ‘Very Good’ and ‘Good’ with the fellow
workers and the rest have ‘Satisfactory’ relations. Same
hold true for the relations with their ‘bosses’.

MOBILE PHONES: Top the list as the most used
media during the day.
Coupled with that, they claimed to use internet
a lot.
The digital media tops the list of media
exposures in 85% of the responses recorded.
15% of the respondents only answered that
they get time to read the newspapers and it
topped their media exposure list.
28% spend more than one hour with
their office co-workers who are friends.
All spent more than 2 hours with the
‘other’ friends on an average.

100% of the people get less than 2hours per
day to spend with the family.
71% of the respondents answered that
they talk the most to their closest relations
through out the day.
Remaining responded as talking the most
to their clients.

 96% of the respondents aspire for good amount of
money, lavish life style and buying a good house in the
city.

 47% joined the BPOs for gaining money.
 9% joined to complete education and 9% to help
the family.
 The following are the various fields that many
would like to go into when given the choice of
leaving the job in the future:
1. Chemicals
2. IT sector
3. Business &
4. A few do not want to change or shift their job
5. 23% want to study further

 Research in 2008 has shown that largest number of
women are in the IT-BPO field in India. 30-35% of
women (of the total 400 million work force) of our
country work in the BPOs. But only 1/5th of this
number is working in urban BPOs. This explains
the less number of women in the workplace. (The
Economic Times, May 13, 2009)
 The age group of the workers show that, the
people join BPOs as a means of getting fast money
on the basis of minimal qualifications. Also as the
survey and various other studies note that the
work environment is very good at the work place.

ACKNOWLEDGEMENTS:
We offer our sincere thanks to the
Managers of SPANCO who have helped
us in every way they could taking out time
for us from their work schedule.
 Ms. Rohini Sharma
 MR. Rahul Pathak &
Our warm and heartfelt thanks to
 Ms. Cassie D’Souza – she helped us on
the field and all the interviews & other
related guidance.

334 – Jenes Correia
287 – Tejaswini Pendse
408 - Stebina Dias
409 -Sapira Fernandes
412- Mona Machado

Formal sector – bpo and its employees

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