Indian BPO delays salary
By Techgirl

The 15000 Agents and another 2500 managers and support staff were eagerly waiting their hard earned salaries on the evening of Saturday, June 7.   Like all Indian families, once the salary was credited into their bank accounts, they could spend it with friends and family. To their shock, Sparsh had not deposited their moneys.
 
To say the Agents were disappointed would be an understatement.  According to a little bird, salaries had been delayed by Sparsh BPO Services for all its call centers. According to the insider, the reason was that salary calculations were incorrect, and this had resulted in inadequate funds to sufficiently cover the salaries of all employees.
 
Now one must wonder why the net salary payout amounts to be credited to each individual salary bank accounts were insufficient to cover all employees. Normally, good payroll processing software and a proper payroll process will ensure that this never happens.
 
According to sources, the Trainee Agents whose salaries kick in complete with bonus amounts post certification of training said that they received more than their actual salaries.  Agents in training with the Barclays process at Goregaon Mumbai are supposed to receive 7500 to 9000 rupees monthly while in training, apparently their bank accounts were credited with Rs 12000 to 13500 for each employee, leading to a shortage of funds.
 
By the time it was realized by senior management and the payroll team, it was already too late.  On Monday morning there was a frantic reconciliation of statements to show that the salaries to the Barclays staff in training were indeed overpaid leading to an insufficiency of funds for other employees working in other processes.
 
TATA AIG GI process and other processes have similar issues.  Senior management have tried their best to rationalize the payment processes, but this is happening too often to be dismissed as an aberration. In an age of six sigma, hard working and dedicated employees have to face the Stone Age systems of Sparsh BPO System's payroll department.

 
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/