Deepti Sachdeva, the head of human resources (HR) at Delhi Call Centre, says that the recent economic crisis hasn't affected the organization and the appraisals haven’t been impacted. Speaking to ChotaNarad, she talks about the lifestyle and career growth opportunities provided by the BPO industry.

Impression about the BPO Industry: 

Q: The BPO & Call Centre Industry has been looked down upon by many sections of society and has been repeatedly accused of being the reason of "the degrading value system and morality" in the employees. What is your take on this? 

A: The job requirements of the BPO industry do not instill low morality in employees. How an employee conducts himself in his personal life is completely his choice. The industry does not ask him to take up drinking, smoking or drug abuse. So it’s entirely up to the individual. 
 

Q: The employees of a BPO Industry spend most of their salaries on luxury products. They give a lot of importance to dressing and fashion although the job does not demand it. Why do you think this happens? 

A: The industry mainly employs youth. People who have just come out of colleges are inexperienced. They believe in having fun. Dressing up is just a part of it. But as they gain experience they learn how to manage things and tend to spend less on luxury products or more on their intellectual growth. 

Q: Does Working in a BPO tend to restrict future job prospects?

A: No, this is not true. There is enough scope for learning and now work involving more skill is also coming to the BPOs. If some one performs well then he or she is given more responsibilities and is awarded suitably. One can even become a team lead even without an MBA degree in hand. However, to become a manager one requires an MBA degree. 
People feel that there are limited opportunities and hence keep changing companies. This way they always remain an agent only.

Q: What are your views on the statement "Most employees treat call centers and BPOs as a short-term career option, good for earning a quick buck but not for building a long-term career."

A: This is not true. As I said before also BPOs give many opportunities to an employee. But if you keep switching jobs then you do not do well. Stability is important. 
 

Working Condition in Delhi Call 

Q: It is often said that the working conditions in call centers have resulted in a number of depression cases and health problems in the employees. What do you do to ensure that the working conditions are employee friendly?  

A: In my 5 years of career in the industry I have never ever seen a single case of depression in employees due to their working conditions. We hold many parties for our employees. An employee who performs well is appreciated in front of many people and suitably rewarded. We try to keep our employees satisfied.  

Q: Tell us something about Delhi Call. 

A: Delhi Call is an international BPO. Currently we handle an Australian process. We have a 5 day 9 hours working shift in a week. As of now we do not have night shifts. We have a Captive Unit. 
 

Recruitment: 

Q: India has a vast work force, yet companies often struggle to recruit sufficient qualified staff. How does your company approach and deal with this issue? 

A: No I do not feel we have any talent crunch in the country. We look for people with good communication skills. 
 

Economic Condition:

Q: Because of the recent economic crisis, many companies had to cut overheads and let workers go due to rising costs. How has Delhi Call been dealing with the situation? 

A: No we have not faced any issues. Appraisals have not been affected. 
 
 

Future Plans: 

Q: What are the future plans? Where do you see yourself in 2010?  

A: Our aim will be to get more processes in many countries and improve our infrastructure. 
 

Thanks for sharing such wonderful insights and your time.