A Study on the Worklife of BPO Employees and the various Human Resource Practices in a BPO - A Case Study of Convergys Introduction
Striking a balance is the real fulfillment to life. In the rat race of our present day existence, especially in the long working hours ethos of our industry, we forget to maintain a balance between work and family. The result is devastating: high levels of stress, trauma, and even nervous breakdowns. The phrase worklife balance was coined in 1986 in USA .Until 1999 it remained on the fringes of corporate usage and public dissemination. Post 2000, work life balance has gone mainstream, with hundreds of dedicated internet sites, including those of mega corporations, helping spread its usage. There has been legislation enacted in many countries making worklife balance crucial to the functioning of a corporation. All this translates in the HR departments paying more and more attention to the aspirations of every employee and creating parameters of social interactivity to enable them to constantly discover their true potential. The BPO industry and other IT based businesses are constantly reframing their worklife policies because of high attrition rates. Objective of the Paper
To study the worklife of the BPO employees and the various problems faced by them while working in the BPO sector.
1. The paper also gives an insight on the various human resource practices carried out in the BPO sector. 2. This paper would give a detailed report on the employees and their benefits and disadvantages in relation to their worklife 3. The paper would throw light on the human resource functions, practices followed by the HR department in relation to a BPO unit-Convergys Some Statistics of the BPO Industry
• Over 25,000 people are employed in the BPO sector
• Revenue of the sector touches $ 3.6 billion
• Burn out Stress Syndrome is common among BPO employees • BPO industry lacks a regulatory framework from Foreign Direct Investment The Government and the corporate sector should look at employment laws as different from the labor laws for the business process outsourcing (BPO) industry. There is a need for a forum to redress the grievances of employees in the BPO sector. At a public meeting organized by the Union of Information Technology and Enabled Services ,participants rued that the BPO industry lacks a regulatory framework from Foreign Direct Investment (FDI) regulations to issues of security, technology transfer and employee welfare. Various call centre employees and non-governmental organization activists expressed concern about the non-implementation of the universal charters prepared pertaining to the security of women working in night shifts. The absence of such a regulation leaves employees open to machinations of unscrupulous employers, cases of fraudulent salary cuts, collection of deposits in the name of training, arbitrary fixing of salaries and fear of reprisal. The number of people employed in the BPO sector is currently upwards 2,50,000 in the country and expected to reach 1.1 million by 2008.( according to a NASSCOM Report)The business has grown by 46 per cent, with the revenue touching $ 3.6 billion and has added 70,000 new jobs in the year 2004. The NGO workers are apprehensive about the sustainability of the employees in the BPO industry because of the haphazard work shifts. "Though BPO industries have been a boon in terms of employing a bulk number of unemployed graduates, it is difficult for them to sustain. The stress, working against nature and the safety and security factor plays a major role. Though a job in the call centers is all about "big money," the future of the employees and their educational opportunities five years down the line is a million dollar question. The employees cease to be social beings and often get isolated from their family and friends. BOSS — the Burn-Out Stress Syndrome — is a common syndrome among the BPO employees and includes chronic...
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