Aegis:  Airtel UPE Manager resigns
By Neena Tejpal

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, US, 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 in UP is one of the key pillars of their BPO network.  Aegis Lucknow has more than 5000 people working in different shifts.  Their clients include Airtel UP East and West Prepaid and Postpaid, Airtel DTH (UP East and West Circles) as well as Vodafone (UP East and West Circles).

Techgoss has published a number of exclusive reports on Aegis including details of how 100 Agents resigned from their Airtel UP East Process.

On Oct 13, a Tipster contacted Techgoss to tell us that the Aegis Airtel UP East Manager, Mr. Singh, has put in his papers and is serving out the notice period.  Aegis VP, Mr. Tanay Sharma,  is currently supervising the process.

Like many major processes being looked after by national BPO’s, this particular Airtel Process at Aegis Lucknow is facing a number of challenges.  The Average Handling Time, which should ideally be around 117, is currently 135-140, resulting in losses.  To their credit, Aegis HR has scrambled to resolve the situation.  The recruitment policy has been enhanced to ensure only graduates would be hired.  Aegis HR has also directed that Team Leaders would be involved in the selection process and would be given a veto to say no to any candidate.  Every serving employee has to serve out their notice period and will not be allowed to leave earlier.

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