Aegis: Airtel process TL sacked
By Naina

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.

Aegis Lucknow, which has a workforce of 5000, is a key pillar of Aegis India.  Aegis Lucknow clients include Videocon, Airtel and Vodafone.

An Airtel manager has sent a tip to Techgoss about how Aegis Lucknow moved swiftly against a Team Leader (TL) who had instructed a junior Aegis Agent to fix the Airtel Prepaid balance of his personal mobile phone.  According to sources in Airtel,  Aegis Team Leader Mr. K*  who worked in the Airtel Customer Care process rang his own team and demanded that his Airtel prepaid balance be restored as it was wrongly deducted. Apparently, Mr. K* deliberately or inadvertently crossed the lines of acceptable behaviour when he instructed his junior in the Airtel process “Hey, I’m your Team Leader K* speaking.  Why are you not giving me the waiver?  It’s a wrong deducation.”

Unfortunately, for Team Leader, Mr. K, his call to his junior at Aegis was audited in late June, 2010 by their client Telecom major Airtel.  He was terminated on the spot.

(*Techgoss has access to the full name and all the details of the Team Leader K* and other key players in this incident.  We are suppressing the name, as this entire incident may later prove to be a Team Leader’s error of judgment based on a genuine mistake in the phone account.)

(Tipsters, Thank you for all your tips. If you need to speak to us in confidence, email us at techgoss@ hotmail.com. Anonymity guaranteed.)