PRACTICAL No. 3 GROUP DISCUSION

Topic- Call Centres - Boon or Bane

Participants-

Ramandeep Singh - Strongly against the Topic

Harshdeep Singh - Strongly in favour of the Topic

Manmeet Kaur - Neutral towards the Topic

Views-

Harshdeep Singh - He favours the establishment of call centres across the nation as it leads to growth and development of the economy. Youth get good job opportunities and hence it reduces unemployment.

Ramandeep singh- In his opinion, call centers are nothing more than a fake organisation luring people into itself and exploit their potential.

Manmeet Kaur - In my view, call centres are a mixbag having both advantages and disadvantages. They give push to the economy but at the same time come in the way of youth's health. Their are many causes for my opinion.

Introduction

Indian call center industry is climbing new horizons and is thriving to new heights day-by-day. The emergence of Call Center industry in India was the rise of an establishment – that was determined to break down all its competitors. The Indian government showed immense interest to lure more business to India by easing levies format and strengthening the existing communication network. Call centers in India is what the Indian experts believe to be the floodgate of the arrival of globalization.

Call centers- a boon
There are some concrete factors helping to build up the significant call center industry in India.

 The growth for the call-centers in India is close to 35% annually and that will remain in tandem for coming few years.

 If the surveys and economical analysis are to be considered then about 66% of offshore BPO sector is bagged by India.

 More and more western firms are looking to outsource business from India just to bring down the cost. While call centers in India are on an upsurge several buying and selling of the firms is plying as well. Call centers making profits are eyeing to acquire others to expand their base and bolster their opportunities to tap the ever-growing call center business. Others who are not doing well are happy to find several buyers ready to acquire their facility center.

 India comprises highly expert and educated manpower that is able to deliver quality services that matches the international standards.

 The single greatest advantage that drove more and more call centers to India is the coming down the cost of basic telecom and internet services due to privatization and other factors. Also fixing deals through telephones stuck as the cheapest way to convert conversations into business at rock bottom cost.

 The growth of Call-centers in India is parallel to the choice making of the modes of communication. In a survey it was found that 82% of the people would prefer calling a company for queries rather than e-mailing – which is most likely to generate personal touch. This induces the growth of contact centers and eventually the growth of call-center industry in India.

 Call Centers in India provide a highly developed ground for Multinational Corporations by the virtue of highly skilled workforce - and add to it - a very vibrant IT infrastructure.

 The top corporate houses like Hewlett-Packard, Microsoft, DELL, American Express, Converges, GE etc are delivering to the splendid economical growth of India.

 Call centers in India – part of the growing business process outsourcing sector – offers huge proportion of English speaking populace - majorly fresh graduates. Many well-qualified workers turn to call centers as the salary is attractive and the job is seen as a good starting point towards a management position.

 Even retired people are turning towards call centers good salary.


Call centers-a bane

Along with the positive effects of emerging call center industry in India there are so many negative effects which are making are youth to think twice before heading towards call center career such as-

 While there is a whole conglomerate of MNC evolving in India the professionals working in such call-centers are coping with hazardous health problems to comply with US working hours.

 The growth rate of for call-center in India can be directly proportional to the loosing health of call-center professionals. This sounds very absurd but the US working hour’s clashes with Indian sleeping time. Approximately 11 hours time difference means to accommodate US operations such as personal calling, the professionals have to work at night. This is creating severe health problems as severe as miscarriage, menstrual problems etc. Besides headache, orthopedic trouble, digestive disorders are very common among such people. Call-centers in India are making some great sacrifices to post an impressive economical growth.

 The major concern is the attrition rate by which the employees quit their jobs. The attrition rate amongst the employees had been very high. Majority of the call-center pros are found unable to cope the stress build up odd working hours and difficulty in meeting the corporate demand.

 Though at the moment Call Center Industry in India is doing phenomenal – the future requires some serious measures to keep the attrition rate down and ensure quality driven services.


Hence in my view call centers are boon as well as bane for indian economy.





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