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Call centres: Good, bad or ugly?

October 26, 2005

Call centres, trailblazers of the Business Process Outsourcing boom in India, have come under the scanner once again.

A report by the V V Giri National Institute of Labour, an autonomous body under the labour ministry, compares the working conditions in call centres to those in Roman slave galleys.

IllustrationThe study also said there was no redressal system, nor were there any trade unions in the sector. This, it said, was because of the dualistic nature of the industry where a call centre consisted of permanent (team leaders, managers) and non-permanent (call centre agents) employees who can be easily replaced.

This has also led to call centre employees suffering from various health conditions like nervousness, chronic fatigue, body ache, insomnia, nausea, anxiety, restlessness, irritability and even depression due to the odd working hours and stress.

Chetan Bhagat's recently launched book One Night @ The Call Centre, based on the experiences of five young call centre employees, also exposes the murkier side of this otherwise glorified business.

However, the National Association of Software and Service Companies has defended the industry. Nasscom President Kiran Karnik felt the V V Giri report did not give a true picture of the Indian BPO industry which, according to him, offered good working conditions.

What is YOUR take on call centres?

What do you feel about the working conditions?

Are they driving our youth astray?

Have we been blinded by the call centre boom or is it truly a boon for the Indian economy?

Express your views, good, bad or ugly.

If you are a call centre employee, or part of the management team, tell us your side of the story.

Don't forget to add your name, age, designation and where you live. 

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Illustration: Dominic Xavier




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Number of User Comments: 15




Sub: Life is really tough for the youngs working in Call Centre

No doubt Call Centres are earning good foreign exchange for the country, but in return what the agents are getting. Working for over 10.5 hrs ...


Posted by RN Khanna





Sub: VV Giri Report is True

The VV Giri report is very True. I am working with Genpact for more than 4 years now and have experienced the same. I have ...


Posted by Genpact Employee





Sub: call centre

call centre is a very good job to earn money in a very short span of time for youngsters, most of them are investing this ...


Posted by kiran





Sub: BPO Career - The truth, seldom spoken about !!

I feel sad for people who think "BPO Sucks"....these are probably those who would never get hired if they were to try... Only 6 Candidates ...


Posted by Anil Joseph





Sub: call centre

in my openion,call centres are the most powerful industry,which is providing employment for a lot of youths.so we cant solely condemed them.at a side in ...


Posted by ram jee kushwaha




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