You must have read the reports of the International Labor Organization (ILO) on the BPO sectors of countries like India, Philippines and Latin American countries like Argentina and Brazil. To refresh your memory, the reports said that jobs at the call center paid more than those in other industries. However, the working conditions of the answering service agents are not up to the mark.
It means that the agents were under stress to perform and keep their jobs in a highly competitive environment. Taking a cue from the report, industry experts want to initiate a change in the working conditions of the BPO services employees. And how are they going to do that? They are planning to engage the employees themselves in discussions and dialogue.
The employees can be the best source of information about the working conditions of the call center floor. Because they are the ones being subjected to those conditions, they are also likely to be able to suggest methods to deal with the adverse circumstances. The BPO industry depends a lot on the managerial skills.
The employees can talk about their grievances against an answering service superior or some management peeve that they have. The more the employees are encouraged to be honest, the better it will be for the BPO services unit to actually go ahead and make some changes.