Whitepaper on the Bpo Industry

Topics: Relaxation technique, Psychology, Stress management Pages: 6 (1620 words) Published: August 22, 2013
Attitude Problem:
Most of the employees in the BPO industry are youngsters who lie in the age group of 20-35 years. Many of them used to be in college or graduate pass outs that use to join a BPO for part time earning and to cover their sundry expenses. These people generally are apathetic about the company’s culture and often create nuisances which disrupt the very decorum of the company. Some of the key outcomes of this behaviour are:

Misuse of freedom and indiscipline:
The trend set by most BPO comprise of a professional working environment wherein employees can avail free conveyance and food during working hours.  Such facilities are provided by companies to maintain a positive image and thus attract more talented workforce.  However, it is not unusual to find some employees taking advantage of the facilities provided and misusing their freedom. They sometimes exhibit indiscipline in vehicles, abuse the company’s resources like telephone, stationery or internet.  Supervisors need to curb these and can involve counselors for issues of a deeper nature.  They need to inculcate a sense of responsibility among these executives to enable them to perform better.

Consideration of Others:
Many of the BPO employees are freshers just out of college who take pride in their ‘don’t care’ attitude. This reflects on their productivity, behaviour and conduct within the team. They may think nothing about talking for hours on the phone, teasing their colleagues or engaging in futile quarrels. But continuous undermining of authority by a few undisciplined staff creates unrest among the others and thus brings down the overall output. The HR staff and professional counselors need to identify such trouble-makers and help them focus on their jobs better.

Personal Vices:
The BPO industry has been very generous to the young employees in terms of salaries given. With more dispensable income, these youth tend to become experimental and indulge in activities that turn out to be addictive. Peer pressure and lack of personal discipline causes the younger workforce to form habits that they would regret later. Workshops, group sessions and films are some of the ways these vices can be nipped in the bud.

Friendships and personal relationships:
Spending more than 10 hours with certain people and sometimes working from dawn to dusk gives ample opportunity for friendships to develop. Employees contribute more when they are amidst friendly surroundings and the reverse is also true. Every once in a while these friendships blossom to more than just platonic relationships and lead to marriage. However, with the stressful lifestyle of today, these relationships are affected adversely and the damage caused reflects on their output. Hence professional counseling services can go a long way to support the employees emotionally.

Irregular employees:
Many employees play truant in BPO’s due to various reasons such as pursuing higher education, part-time jobs and also simply laziness! In order to make ends meet, employees may be forced to take on other jobs which adversely affect their health. On the other hand, the lazy ones need to be counselled on the importance of meeting their targets and contributing to the organizational goals.

No Growth Path:
Having a BPO job is even viewed as a curse by some people.  This is mainly because of the lifestyle portrayed by employees in this industry to accommodate their busy working shifts. Many a time the stress level is overwhelming causing employees to call it quits and look for greener pastures.  This invariably leads to an increase in attrition.  There are various reasons behind this: Low career prospects:

The BPO industry usually adopts a flat structure with little avenue for specialization.  Only the most ambitious of the lot manage to climb up the corporate ladder. The rest have to make do with striving for higher incentives and settling for their own profiles for a longer period...
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