Genpact client has software glitch
By Pulkit Sharma

Genpact was India’s first BPO and still continues its market leadership position in India.  Genpact has 41,000 employees and earned revenue of $1.1 Billion in 2009. Genpact started life as a Business Unit of GE, but by January 2005 it became an independent company.  Two years later, it was listed on the NYSE. In 2009, NASSCOM ranked Genpact as the No. 1 BPO company in India.

Australia head quartered financial services organization NAB employs 40,000 people who support their clients in United Kingdom, New Zealand, United States and Asia.  It has outsourced some of its Processes to Genpact.

Genpact has a number of teams which are models of professionalism and efficiency.  The Genpact NAB Support Team at Gurgaon and Jaipur is one of the top performing teams at India’s most successful BPO.  Genpact has hired as many as 700 people to support NAB.

But even the hard working Agents at Genpact Jaipur are having their patience tested by the recent upgrade of software in one section of NAB, Australia.  There was a relatively minor upgrade of the associated software at Genpact offices in India as well. The Genpact NAB Support Team in India logs on to the client application to support the customers based overseas.

Since the software upgrade was done 1 month back, the smooth buzz of a professional team has hit a minor roadblock.  There is some uncertainly as to what the problem is because of a number of factors at play.  A few months back, due to overload of the server in Australia, more of the work was transferred to India.  The recent Application upgrade done 1 month back involved computers in both Australia and India making the glitch just a bit harder to resolve across two continents

End result?  IT sometimes plays up hampering the productivity of the hard working Genpact staff.  The Indian Agents start work at 5 am which is about 930 am in Australia. Due to the Application glitches, it is not uncommon for some Agents to stay back for an extra 2-3 hours to complete their workload.

The Techgoss Tipster tells us that the Genpact Agents have even escalated their concerns to Senior Manager Sanjay Abhichandani
 

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