Aegis: Few Agents cheat with Chintu
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.

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

Yesterday, Techgoss received an anonymous tip about how a handful of Agents at Aegis Lucknow have been rapped on their knuckles for cheekily using the Chintu to appear busy and so their workload of calls was automatically passed on to their colleagues.

Our Tipster tells us that in the first week of July, 2010, four Agents and a Senior Supervisor at Aegis Lucknow were caught using the ‘Chintu’ during a heavy Airtel UP process call flow, and thereby passing on their workload to their harder working colleagues.

What is Chintu?  Chintu is a hardware/software solution whereby if any Agent presses two preconfigured keys on his keyboard, the computer system makes it appear he/she is busy with a call. And because the computer system thinks you are busy, it transfers all other incoming calls to your colleagues who are free!

Aegis Lucknow has now escalated the Chintu complaint against one Agent to senior management.  The remaining 3 Agents and Senior Supervisor have been given a final warning. 

Apparently, even if the Agents do the Chintu for half an hour every day, it could result in a substantial drop in revenue.

(Tipsters, Big thank you for all your tips. If you need to speak to us in confidence or write for us on a long term basis, email us at techgoss[at]hotmail.com. Or use the Anonymous Tip form at the top of our website. Anonymity guaranteed. Unfortunately, we cannot use any tips which are not backed up by enough facts)