Dr Shrimati Das edited subsection_Results_A_BPO_service__.tex  almost 9 years ago

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A BPO service center is traditionally defined as a 'physical location where calls are either placed or received in a high volume for sales, marketing, customer service, telemarketing, technical support for other specialized business activities.It is however best described as a place where hundreds or thousands of youngsters sitting together in a large room separated by cubical walls, always under stress for orders to be placed or complaints to be resolved. It operates to provide round the clock and year round service.  Global organizations have always preferred outsourcing Call Center Srvices in India, when compared to outsourcing to China, Phillipines, Malaysia and other Asian countries, because of a variety of advantages that other countries do not offer.India has been able to effectively meet the growing international demand for Call Center Outsourcing Services(CCOS)More and more global organizations have been outsourcing Call Centers to India because of India's time zone advantage.India's 12 hour time differences enable global organizations to provide their customers with 24x7x365 days services.76% services.  But these advantages have their negative long lasting health fall outs.76%  Call Center employees in Bangalore work in day shift , much more than Hyderabad at 24% and Pune at 28%. 28%.Another factor for India's advantage in having the largest number of state of art Call Centers in the world is the low cost of hiring which is only one tenth of the salaries of developed world. Our suvey on this aspect brought out startling statistics regarding the feeling of 'salary inadequacy', perticularly in Bangalore,the ITES hub in Asia, where out of 150 quizzed, 102 respondents were dissatisfied.This may be because of the high cost of living in Bangalore, Pune, a relatively inexpensive city to live in, gave us a percentage of 66%, who are happy with the salary they draw as a BPO worker.This growing sense of dissatisfaction among the ITES/BPO is the norm of the day. A peculiar case of not being valued for their skills and attributes has seen rising health related problems like stress and migraine.An acute sense of being underpaid has given rise to psychological fallouts in behavioural patterns; 64% in Bangalore Call Centers feel they are underpaid, followed by 20% in Pune,48% in Hyderabad.  This project undertakes to enumerate the experiences of workforce in the emerging Buisness Process Outsourcing(BPO) and Information Technology Enabled Services(ITES) working in customer care services for globally outsourced entities. The four Indian States (Karnataka/Delhi/Maharashtra/Andhra Prodesh) case studies and survey giving certain insight into their 'health status' due to the changes in their life and working patterns apart from many other parameters.