Does your organization have a problem with too many employees calling in sick too often?  Especially when cricket is on.  Perhaps, you need to try out the latest solution pioneered by Australian company Direct Health Solutions.  How does it work?  If an employee calls in sick, they do not phone their boss,   but ring medical nurses at Direct Health Solutions Call Centre.  The ‘sick’ employee may discuss their medical condition in confidence with the nurse at the call centre. More...

An agent, Pramod*, couple of days after he was recruited, approached Priya*, a team leader with the Leading HCL BPO (has offices in Chennai and Noida). He wanted to get her approval for 2 days leave since he had to sit for his BBA final year exams. When asked how he was recruited without completing his Graduation, he went on to explain the basis on which he was offered the job. More...

NASSCOM held an ITES-BPO Strategy Summit in June, 2006 in Bangalore.  One of the most interesting presentations was made by Forrester Research, Vice President, Asia-Pacific, John C. McCarthy More...

ANZ is one of the top 5 companies in Australia, and the number one bank in New Zealand.  It has assets of $293 billion dollars and employs more than 30 thousand people all over the world. More...

It was the end of its international BPO operations when Reliance International lost its only inbound process being managed from Reliance BPO in Navi Mumbai. This was the only international process operating in Reliance for the past four years and was serving banking customers in U.S.  By all accounts, it was a very successful operation and the agents and management were looking at even more success within Reliance. More...

A typical BPO executive works for 5 days, and has two days off (this could be two consecutive days or it could be a Monday and a Friday). They also get a holiday whenever there is one on at the client place. This could mean 4th of July, the last Thursday in November or 25th Dec is off, on the other hand this means that having to work on one or more National holidays is a sure shot possibility. More...

The BlogCamp at Chennai on Sep 9-10 was a revelation of sorts. Bloggers in India take their blogging seriously. Before I am crucified for that statement, let me say that I did not doubt that before I attended the unconference as I had realized what they could come to mean in our instant, digitally powered times. As a platform for freedom of expression, as consumer generated media, as varied genre of literature, as a powerful means of citizen journalism. As a symbol of our own coming of age. But yes, reinforcement of the belief came at the unconference, which was India’s first. More...

“The BPO is the place to be in”, is the phrase of the decade, but only those who work for them know the true essence of working in a place where Dollars don’t flow like the river and incentives don’t mount like The Himalayas. One needs to really work hard or rather slog it out to enjoy their pay at the end of the month, and many a times the hours worked and the work pressure makes one think and wonder if this is what they really want out of life. More...