SPARSH Bpo: TATA Process attrition 41 percent
By Techgirl

According to little bird, Sparsh senior management is very worried about the performance and attrition rates of its TATA AIG GI outbound process.  So much so,  that on June 5, 2008 the AGM of the process Tejas Pednekar  and the Vice President (South and West)  Vijay Venkatesh  decided to bypass their mid-level Operations management and speak confidentially to the Agents on why they left or were serving out notice periods.

Attrition for the month of May 2008 in the TATA AIG GI outbound process had hit 41 percent with 3 team leaders and 2 Senior Agents among the 66 people who quit after low sales numbers. 

According to our source on the floor, the Agents were surprised when their Operations Manager and Deputy Manager were politely bypassed so that Tejas and Vijay could directly speak to the Agents on why so many capable, senior staff had said good bye.

The truth soon came out that most of the Agents quit after they were forced their managers to work beyond 7.30 and sometimes even as late as 9.30 pm.  Some Agents/Callers were told that they could resign if they did not want to work such long hours.  Understandably, the top performers put in their resignation especially as they were not being paid overtime for the extra hours. 

There is turmoil in the TATA AIG GI process and if action is not taken quickly, Sparsh will have to say tata (or goodbye) to it.
 
Techgoss note: Sparsh is the domestic subsidiary of Intelenet Global Services (P) Ltd.  It offers state of the art solutions to Vertical Industries to meet their voice and BPO needs.  Sparsh currently has 5200 seats operating 24 by 7, and has the potential to scale up to 20,000 thousand seats by next year

Techgoss note:  Techgirl is a senior Tech journalist who reports on the IT, KPO and KPO Sectors for a leading media house.  In her spare time, she dabbles in satire in her blog
http://techgirltalk.blogspot.com/