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BPO: A Sweet Seduction
Can a sweet figure, covered in chocolate appeal to sweet and dreamy seduction?
The evolution of a new class in Indian society – ‘Educated working class’ is on the verge of affirming this fact. Recalling the days of a few months back, the raining lucrative job proposals from the BPO world at the doorstep of Delhi University was hailed not only by Delhi but almost all the states of North like – Uttar Pradesh, Bihar Punjab, Haryana. In that scenario no one was in a mood to run away from his/her chances to brag about the unemployment issue. Why not…, in fact the population that will caress 1.5 billion marks in the future seems to be a mammoth challenge before ‘we the people of India’. Currently, more than 7% of the labor force is totally unemployed amounting to around 400 million. Through the NREB (national rural employment bill 2004) the present UPA government has tried to intercept the unemployment cyst in the rural areas. This bill aimed to provide anyway, at least jobs in rural areas. But it is a matter of introspection of the psychology that was adopted while drafting the NREB how effectively that psychology will handle the educated workforce of India. So far no considerable measures have been adopted to address the problem of improving the status of higher education in India and positive resources to absorb them.
Each year, 2.1 million graduates and 0.3 million post-graduates pass through non-technical colleges. This figure, in a way, attracted and attracted the attention of those countries that were looking for the chance to reduce their operating cost in business. Leaving millions of the workforce unemployed, the top companies from the United States, the United Kingdom, Australia and many other bourgeois countries began to outsource parts of their business in terms of ‘ services, data maintenance and therefore to developing countries. Therefore, the term BPO has evolved and strengthened its position in the world market. On the one hand where the developing countries like India began to boom, on the other hand it received a curse of millions of unemployed workers – a force of those countries that entered the road from one day to the next. The cause was evident and crystal clear – ‘Profit’. However, business is responsible for its impact on society as well whether intended or not. But the origin of this consortium comes from the womb of curses, movements, colors and cries of millions of people lamented. Of course, the consequences reflected in the US election which was contested on the central point of outsourcing, the Democrat defeated the Republicans with a large mandate and in addition William Greene (the international trade commission of -United States) had found the defects related to the policy. of outsourcing in his report titled “Growth in service outsourcing to India: Propellant or drain on the US economy” in Jan.2006. So, for how long the booming BPO will continue to boom with us has become a burning question in countries like India.
Leaving aside the speculation on the longevity and durability of BPO, it is evident that BPO, in India, had given a significant boost to the Indian economy by employing 4,00,000 people and having a large size of $9 -12 million which registers growth. of 37% of the year on a one year basis. But it is expected that the BPO will face a shortage of 2, 62,000 workers by 2012 which is currently facing the problem of quality human resources. More than 50-60% attrition rate which is the highest among all conventional or non-conventional sectors in India is also significant to be noted. The nine cities of India where 90% of Ites – BPO are located – Chennai, Bangalore, Hyderabad, NCR (National Capital Region), Pune, Kolkata, Kochi, Mumbai and Ahmedabad are coincidentally hub of academics and a reservoir of quality production in India as well. Therefore the companies in these are forced to make up for the same worker due to their need for more workers which leads to wage inflation, market saturation or knocking on the door of a fresh workforce from home of production be it Delhi University or any other universities that ignore. the result of a disruption in the formation of GenNext. It was recorded that in 2004-05 the salary in captive units increased between 9.7%-14.3 percent compared to 4-5% growth with European or American countries. In fact, they are not there for any charity or the emancipation of the workforce but they are preying on low wages in order to reduce their expenditure. If we analyze the background of more cool, they are either from the middle class or star class of society. About 70% – 75% are from lower middle class or middle class. According to the social analyst “the front for capturing the work are the ice students from the vast middle class of the Indian society however undoubtedly they were the only reservoir of knowledge and research works for the fields different aspects of life.” Result – showing the back to the challenges of “how to nurture the reservoir of knowledge” were inevitable. The present studies say that the registration in the American Institutes decreased from about 80,000 in 2004-05 to 76,503 in 2005-06 and will continue to decrease in the coming years as well. But the interesting fact is that the grades of students are inflated by 32% over the previous year. A decrease in the number of candidates who dream of technical/semi-technical studies and a rapidly decreasing value increase in the vast majority of universities are also significant to note. Therefore, this is nothing but the penetration of money into the honey of academics and no bees are available to safeguard them.
There is a growing paradox in the industry especially. the voice based call centers. Despite the fact that BPO firms have a lot of innovation, flexibility and freedoms, at the core, it indicates a relatively empty form of life. The portrayal of ‘work as fun’ and ‘workplace as another campus’ is the central logic through which potential workers are attracted and involved in the BPO sector. The superior work front in the sector and the vibrant atmosphere of the workplace – with sweeping glass and concrete buildings, a jazzy computer factory, the company of smart and trendy colleagues – help in -designing educated and fun-loving young people from the urban middle class, who are fascinated by Western ways of living and modern work environments. A review of BPO advertisements reveals that the preferred attributes of a call center are those of graduates/young graduates with ability to speak and understand English. The firm, in their profile and advertisements throws the beautiful atmosphere of the workplace with lucrative offers as the main aspect of attraction. Comparatively easy access to employment, a good communicator, having some typing skills and a command over English is all that is required. Although a newly hired agent enters a somewhat elevated job of receptionist/computer operator or telephone operator, the firm is found labeling the job with very attractive nomenclature such as customer support associates, officers customer support, customer care officers, customer care executives. and so on. All these cumulatively lead to favorable supply conditions in the labor market and the emergence of a new breed of workers who stand out from the regular workers of the conventional manufacturing/service sectors in terms of socio-economic and demographic attributes. More or less, it fails to garner the prestige of a “white collar job” among the youth now. The reason that can be prosecuted through the dialectic of the data that reveals that the average year of education of the new race of workers is 16 years fills races qualified to alienate from the mainstream . It just gives the idea of work as fun rather than any seriousness and sincerity with a professional touch.
This is really a problem to understand the life cycle of BPO. The average tenure in an Indian voice-based BPO is only 18 months and 3-4 years for the other types of business process outsourcing firms compared to the life of -normal service of 25-30 years. Despite all the positive features that attract the young breed of “educated working class” why the BPO is facing the annual attrition rate of about 50-60% needs a requirement to be considered. NASSCOM, National human resource development network and ICRA in the BPO report indicate the cause of attrition as – wage inflation, mismatch in expectations, stagnation of employment, lack of ‘ growth, search for a better job, content and dissatisfaction with company policy. But ultimately it gives inconsistency inside. The BPO culture has however resulted in the creation of a new class of workers with distinct characteristics and a differently conceived identity that erodes even basic rights at work. This class is not only removing him from education but is ready to be caught in the seduction of money and regret their decision when the golden phase of their learning comes to a permanent end. They joined initially for the sake of fun only but later, when they address the real challenges of the reel of their life which is much more than the monetary need pharaoh, it becomes too late to move back. Either they are initiated under the company’s ‘push attrition’ measures in order to save themselves from their long-term employee commitments or voluntary attrition due to non-compliance of expectations which are natural due to the nature of the work
This is why, the immediate challenge of the researchers and the social scientist here is to delineate and explore the insecurities and vulnerabilities are so veiled in the organizational logic of the firm. However, every decision of act and deliberation of the business management has the economic performance as its first dimension but if any firm or organization does not exploit the specific cultural heritage of a country and people, the social development and economic is unlikely to happen. It is really an emergency that limits the scope of the hiring process in the BPO world as a basic factor in economic development is the rate of brain formation not the guarantee of employment. Any country cannot afford to outsource its ethics in the name of economic development alone. If we do not address the need to save the conception of brain formation and the production of quality in time; this is scary to say, but there will be no one to participate in the growing media sector which is increasing at a rate of 19% per year where real academic qualities are required while BPO does not do not require the academic qualification essentially. The poor status of research and development is again a different chapter. The science and technology on the basis of which any nation can represent it with pride on the world forum has not yet been addressed. How long will we continue to brag about the pseudo victory where that victory will prove to be lethal for balanced development? The stratified division of the educated class is the only way out of the ongoing enigma; obviously, the hunt for new scapegoats on the university campus is not justifiable.
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