Yet another case of a former BPO employee allegedly misusing the official credit card has come to light in the ITeS hub Gurgaon in India. The GENPACT management has alleged that a former processing associate went on to shop unauthorized on the company corporate credit card. The employee, who was dismissed from the job about five months back, purchased personal belongings worth 480,000 INR in UK. The accused, however, is not only at large; he has also started threatening the BPO management of dire consequences, the police have said. More...

Hemanshu Sharma *, AVP-Operations, EXL Services Ltd, was terminated with immediate effect. So was Arvind Seth*, Manager- Operations, in the same BPO. Offense??? Stealing the company’s confidential Data. Workplace ethics, by and large, flows down from top management to lower levels of management. It is very upsetting that an act like this occurred at top-management level. This certainly question marks the credibility of the organization. Such an act is absolutely unacceptable. Weren’t they aware of this fact? Well, yes, they were. So, what prompted these two gentlemen to an inexcusable violation like this? Was it money? More...

Aegis BPO has delayed paying salaries to their employees by a couple of days.  And according to their Finance Team, it is the Government and banks to blame. More...

With the industry becoming more and more customer centric, its no surprise if an agent happens to escalate few customers’ appreciation calls to the supervisor. However, there is this agent working in Wipro BPO, who got much more than just a few words of praise by the customer. An award that makes him be remembered all through someone’s life. The customer named her child after Rahul’s name. More...

There is some good news and some bad news for Aegis employees.  The good news is that most of them will be given pay hikes this week.  It has been good year and so everyone in anticipating substantial hikes. The bad news is that salaries this month have been delayed by a day or two. More...

The war of talent has always been fought, but not on a footing such as this. Recruitment and attrition continue to remain the biggest pain areas for most companies. IRI, the market analytics division of Symphony Services, recently lost a lot of folks to several companies. With every Team Leader or Manager walking out, a loyal group followed. The company tried just about everything to stop people from leaving. Huge retention bonuses, the lure of overseas assignments, better designations, more pay, to even good old blackmail. The exodus continued. More...

After a major reshuffle in Citibank's UK operations one of the first things that the new senior management have put under review is Citibank UK's relationship with Indian BPO company E-Serve.  Citi has moved all priority banking customer service back to the UK after receiving numerous complaints with regards to how calls were being handled and problems being solved. This could be the first step in scaling back the huge contract which Citi UK has with E-Serve. More...

Symphony Services is a global provider of product engineering and market analytics outsourcing services.  Based in USA, it has service delivery centers in Pune, Mumbai and Bangalore.  Vishal* had been with Symphony Services in Bangalore for almost 3 years. He had grown the ranks and become a Team Lead in record time and was the obvious choice for the position of an Associate Manager. One day, in late 2006, the HR Department received an anonymous email from a team member alleging that Vishal had submitted a fake bill while expensing his “team outing” bills. More...

What would you think of an entry-level caller from a BPO industry, who earns a salary of 16K, but takes home 100K plus, each month? The interesting part here is, these extra thousands that he earns on top of his assigned 16K salary are not even the hard-earned performance incentives. How does he do this? Is he doing something unethical or is he misusing the organization’s resources? Well, this is where his grey cells come into count. Perhaps, he is just working smart, and as you read further you will agree with me. More...

Fortune’s most admired company. Yes, that is what GE has been for 6 out of the last 8 years. GECIS (now GENPACT) has been riding high on GE’s wave of success. While BPOs today are a dime a dozen, GECIS came into being in the 90s, at a time when no one knew what outsourcing was and only a handful had heard about GE itself. More...