Dr Shrimati Das edited subsection_Results_A_BPO_service__.tex  almost 9 years ago

Commit id: 6ff5759f81ed7b7172d25800d0016c337e2d21f6

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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.  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%.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. A special segment which was surveyed here as an integral part of this project was Women's participation in Transnational Call Center operations informing larger issues such as Globalization,Economic development, Gender equity and cultural acclimatization. Tulon (2004, p730) contended that 'cultural geography remains wholly almost wholly daylight geography'. But the night scape which serves as the basis of many 'changed cultural landscape' today in the Call Centers needs to be looked into, thereby not only changing the definition of 'cultural geography' from 'daylight' to 'night scape', it also brings into sharp focus the society's mindset towards women working ' night out', which is the biggest 'cultural taboo' for Indian Women for staying 'outdoor' after sunset. Hence, this survey did observe an acute sense of 'guilt' in working educated, skilled women workforce in ITES/BPO sector. This leads to a high tension filled behavioral outlook, contrary to the nature of Inian women.For example 68% of women in Bangalore (a highly cosmopolitan city with migrant population), 84% in Pune (a Highly literate state in India) and 32% in Hyderabad(a conservative state)are not comfortable working in the 'night scape' job profile, adversly affecting the status of their psychological well being.  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.