What pops up in your head when you hear the word "BPO"? Let me take a guess!
"Outsourcing". "Yet another bubble bound to collapse soon enough". "A good interim option for minting quick bucks". "No English = No job in the BPO industry".
If I were to say that each of these so-called accepted truths is nothing but a baseless assumption, would you believe me? For a while, put your doubts aside as I, amongst those who have grown with the BPO industry in India, introduce you to some little-known facts about the sector, and its indispensability to the economy and our lives.
Myth #1: Outsourcing is yet another bubble, that will collapse soon
Fact#1: Although an age old, well-established industry internationally, outsourcing gained momentum in India only six years ago. It struck an instant chord with corporate giants across the globe owing to the unmatched cost effectiveness, the quality of talent and the size of the talent pool in India.
Let's face it, the BPO industry has radically transformed the Indian economy. The numbers speak for themselves.
In a recent report, Nasscom and Crisil quantified the `multiplier effect' on income generation and job creation induced by the Indian IT-ITeS sector and the economic impact of the industry.
According to the report, every rupee spent by the IT-ITeS sector translates into a total output of Rs 2 in the economy. For every job created in this sector, four jobs are created elsewhere.
Myth #2: While a great interim option for a quick buck, a BPO job cannot be a long-term career option.
Fact#2: The BPO sector offers promising job prospects and a very rewarding career. The employee-oriented human resource structure enables deserving freshers who start as trainees to climb up the ladder and occupy senior positions in a relatively short period.
Most companies encourage people from within to fill up vacancies higher up and have fast-track promotion programmes or higher education sponsorship schemes to enable this.
BPOs offer top class compensation and faster growth in packages compared to other industries. Employees are expected to maintain high standards of work ethics and quality and there is a high level of accountability. This, in turn, helps them evolve as professionals and acquire industry-specific domain expertise over a period.
Jobs in the BPO sector also enable young workers acquire leadership qualities and world-class domain knowledge that helps them specialise and move up the corporate ladder.
The sector is now rapidly opening up to employ people in their 30s and 40s, many of whom switch from other careers because of the better pay packet and other benefits.
Myth #3: `No English = No BPO job'
Fact#3: India's BPO landscape has undergone a marked change in the last seven years. In 1999, when the BPO boom had just taken off, voice-related services dominated the Indian BPO industry.
Seven years down the line, the share of voice processes has reduced owing to the industry's transition to higher value-added activities. These include feature-rich and non-voice transactions such as invoice processing, and company and equity research.
Equally exciting opportunities will be generated by the fast-growing Knowledge Process Outsourcing (KPO) segment. Here, professionally-skilled employees are expected to handle back-end transactions ranging from data analytics to legal process outsourcing, hi-tech discrete manufacturing, healthcare, retail, energy, utilities and resource planning for global corporations.
The sector has also opened the door for allied service providers. According to the Nasscom-Crisil report, nearly three-fourths of the workforce employed by service providers (catering, housekeeping, security and transport) is SSC/HSC educated or sometimes practically uneducated.
Myth #4: Monotony, stress and other health problems are rampant
Fact#4: Monotony can set into any job but if it starts to become a problem, most companies are willing to chart out a rotation system to tackle it.
Even non-BPO jobs today involve working on a computer or talking on the phone for long periods. However, as compared to most other industries, BPOs take extra precautions about seating arrangements, a healthy work environment and culture, sufficient breaks and recreational activities.
A growth plan, involving further education, training and development, is charted out for each employee in consultation with the management. Rewards and recognition plans also serve to motivate employees to do better.
Regular employee satisfaction surveys are held to understand the evolving needs of the employees and bring about the required changes in the infrastructure, the working model and the workplace.
Job stress and work-related health problems are on the rise across sectors due to a sedentary lifestyle.
Outsourcing firms, however, are tackling health complaints by providing employees with good nutritional advice and support, free or subsidised healthy meals and regular health check-ups.
Stress is addressed in a variety of ways — from meditation and yoga to counselling and "walk-in" policies that allow employees easy access to their seniors at any given time to discuss their problems.
Myth #5: Night shifts lead to health problems, high attrition and safety problems for women workers
Fact #5: Yes, night shifts can be a problem for some, but that's not why people quit. Most of those who leave are job-hopping because there is so much demand for people with even a little experience.
The opportunities in the industry are limitless. This often prompts employees to move from one job to the next in search of better pay and perks.
Outsourcing companies that do require night shifts usually try to provide support in terms of the on-site facilities mentioned earlier, good nutritional guidance and address ergonomic issues to ensure that the working atmosphere is comfortable.
Nearly 50 per cent of the BPO workforce doing night shifts comprises women. In the recent past, BPOs have ramped up safety procedures to ensure the security of women employees.
Drivers' backgrounds are being minutely scrutinised, and most call-centres ensure that the first person picked up and the last person dropped home is not a woman. Some firms are even putting in GPS tracking devices in their vehicles to monitor its location and movements.
Not all-outsourcing work involves night shifts. There are many jobs in areas such as HR, finance, insurance and accounting, that do not involve night shifts at all.
In a relatively short time, outsourcing has emerged an excellent career option for highly motivated, dynamic young individuals who want to make a mark. The training involved has also served to increase the levels of self-confidence and poise among the workforce. It would, therefore, be fair to say that the industry is radically changing the face of the job market and increasing prosperity all around. According to a Nasscom-McKinsey study, the Indian BPO industry is growing at seven times the domestic GDP. The industry will contribute about 2.5 per cent to India's GDP in 2009.
This contribution is expected to double to 5 per cent by 2010. The sector will directly employ about 2.3 million by 2010. To be a part of the BPO industry is to be part of the India growth story that has captivated the world.
