Aegis sacks rude Agent
By Vandu

Aegis BPO has 39,000 employees based in 42 delivery centers and looking after 135 clients.  Head quartered in Mumbai, Aegis has call centres in India, Philippines, America, Costa Rica, New Zealand, Sri Lanka, Australia, Kenya and South Africa. Aegis, ranked eighth by NASSCOM among the top BPO exporters in India, is experiencing a growth spurt in a number of its centres.

A Tipster working in the Aegis HR Department rang Techgoss to tell us about their very high standards of customer service especially when dealing with clients like Airtel.  Apparently, Aegis has a ZTP or Zero Tolerance Policy which prohibits any Agent from talking back to a customer.  Last week, an Aegis Agent working at Lucknow received a call from an Airtel customer about incorrect deductions from their Prepaid account.  The customer wanted a refund while the Agent insisted the deduction was legitimate.  One thing let to another, and the conversation got a little heated.

The angry Airtel customer asked that their complaint should be escalated to the Agent’s boss.  The agitated Airtel agent said that the Supervisor would be in at 3 pm and the customer should call then.  The Agent then hung up the phone.

After reviewing the case over a couple of days, the Agent was sacked.

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