3 BPO Process loses key players
By Greg

The Hutchison Whampoa Group is a Fortune 500 company that introduced 3G telecom technology to the world. It also owns Hutchison 3 Global Services Pvt. Ltd which is also known as 3.  3 Global Services is based in Mumbai and Pune and on its site says its BPO employs 8500 young men and women in the 18-30 age groups.  Its BPO’s cater to clients in UK, Australia and Ireland.

Often, Techgoss gets tips about wonderful managers, salaries, perks and working conditions in some Indian IT and BPO companies.  By most accounts, 3 Global Services (aka 3) has set very high standards for the BPO industry in Pune and Mumbai.  Pune-based 3 offers the best salary packages, the best fringe benefits and most of all a very healthy and progressive work atmosphere built in a span of 3 short years of business.

But it seems that even the highly regarded 3 has issues with some major processes. Process TSI - Technical support India - has been the backbone of the company as it deals in all hardware and software related issues of the mobile phones and the cellular services that the company sells in UK. This team of about 350 people working in the department has some of the best trained and talented people in the BPO industry.

This 3 department with the highest call volumes and professional customer services has been the best performing section among 12 other departments of the company. However, the calculation seems to have gone wrong in the preceding quarter. 7 team leaders seem to have resigned in a very short span without any apparent reason. Shivas Ganjoo, Sachin, Manisha, Asmita, Vekat are among the highly regarded Team leaders who have resigned from this process. The best performing teams across the floor were led by these experts who've been with the company for years. But the bad times seem to carry on. Rohit Chojjal, the man credited by many for the success of the Quality Module operations, has also left.

If that wasn’t hard enough, the Contact Center Manager, Partha, who worked 16 hour days and was a key leader of the process, has also resigned. A senior Operations Manager from Mumbai, Mr. Mohit Motwani, has stepped in to fill Partha’s big shoes.

To add to 3’s woes, Ms Ashwini Beri, who did a great job handling ancillary functions like HR, Admin and training, has also said goodbye.

3 is a strong organization and it has scrambled its best brains to steady the TSI process.  An insider tells us that Ms. Aarti Painter who is Commanding Officer of the Department is well on her way to rebuilding the team.  Aarti is in her late 20s and heads operations for a number of departments in the company.  According to talk around the water cooler, Team Leader Kamlesh Vaizer, who has just been promoted to an Operations Manager role at TSI, has done much to steady the ship.

To 3 Global Services credit, despite the exits of some key players, there has not been a blip in the company’s performance.  It continues to provide excellent customer service to its overseas clients.