I am currently working in a technical support BPO as a senior technician, and I am facing the following issues in the company:
1) 6 days working and alternate weekend off (whereas technical support and other BPOs work 5 days a week and have 2 days off).
2) I am a client service engineer but still expected to work a 12-hour shift on weekends as a customer support (only on Saturday or Sunday) but not paid overtime for that. Also, my boss insists that we have to take on the customer support role as it's mandatory (even though it's not mentioned in the job offer letter).
3) Pickup and drop facility not provided even though we work in a 24*7 cycle. For instance, this week's roster has my shift from 7 pm to 4 am (public transport starts after 5 am). When I asked about traveling on my own and getting the amount reimbursed, I was told that it's not possible.
4) Unfair, disrespectful, and partial behavior. For example, the boss was shouting on the floor, saying, "I don't respect the technicians."
5) Accused of timepass during work hours, whereas our work is dependent upon the sales floor. If they don't make the sale, we don't have the remote session to work on.
Please help me with what actions can be taken to resolve these problems.
From India, Mumbai
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1) 6 days working and alternate weekend off (whereas technical support and other BPOs work 5 days a week and have 2 days off).
2) I am a client service engineer but still expected to work a 12-hour shift on weekends as a customer support (only on Saturday or Sunday) but not paid overtime for that. Also, my boss insists that we have to take on the customer support role as it's mandatory (even though it's not mentioned in the job offer letter).
3) Pickup and drop facility not provided even though we work in a 24*7 cycle. For instance, this week's roster has my shift from 7 pm to 4 am (public transport starts after 5 am). When I asked about traveling on my own and getting the amount reimbursed, I was told that it's not possible.
4) Unfair, disrespectful, and partial behavior. For example, the boss was shouting on the floor, saying, "I don't respect the technicians."
5) Accused of timepass during work hours, whereas our work is dependent upon the sales floor. If they don't make the sale, we don't have the remote session to work on.
Please help me with what actions can be taken to resolve these problems.
From India, Mumbai
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Dear Abhuday,
My reply to each issue that you have raised is as below:
1) 6 days working and alternate weekend off (whereas technical support and other BPO work 5 days a week and 2 days off).
Reply: - 5-day work is the industry norm but it is not a legal compulsion. Therefore, nothing can be said on the prerogative of the employer.
2) I am a client service engineer but still expected to work a 12-hour shift on the weekend as customer support (only on Saturday or Sunday) but not paid overtime for that. Also, my boss insists that we have to do the customer support role; it's mandatory (even though it's not mentioned in the job offer letter).
Reply: - Making any employee work for 12 hours is illegal under the provisions of the Shops and Establishment Act. If you are not inclined to put in excess hours, then you may make a formal complaint to the Labour Officer (LO) under whose jurisdiction your company falls. The LO may investigate the violations of this law and take appropriate action.
3) Pickup and drop facility not provided even though we work in a 24*7 cycle (this week's roster has my shift from 7 pm to 4 am, and public transport starts after 5 am). When I asked about traveling on my own and getting the amount reimbursed, I was told that it's not possible.
Reply: - Providing pick-up and drop to the employees is an industry norm, and it is not a legal compulsion. Yes, for female employees, it is mandatory to provide the cab facility during nighttime.
4) Unfair, disrespectful, and partial behavior (the boss was shouting on the floor, saying "I don't respect the technicians").
Reply: - Immoderateness in the workplace is a bane across industries, and the BPO industry is no exception. Partially, it is the fault of leadership at the top who have allowed their managers to demonstrate high-handedness in front of their juniors. If you wish, you may make a formal complaint to your HR. If nothing happens, then you may complain to the MD of the company. If still nothing happens, then you may make a complaint to the LO. However, instead of an individual complaint, it is better to make a collective complaint.
5) Accused of doing timepass during work hours (whereas our work is dependent upon the sales floor; if they don't make the sale, we don't have the remote session to work on).
Reply: - Who exactly makes this accusation?
Final Comments: Well, gentleman, partially you are facing problems because you did not obtain sufficient information about the company that you were to join. Your frustration is because of the gap between your perception and the ground reality. Now the reality is biting you. Therefore, either adapt or conform to the circumstances or quit. "If you live in the river, you should make friends with the crocodile" goes the age-old proverb. Therefore, is it not wise to follow the proverb?
Thanks,
Dinesh Divekar
From India, Bangalore
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8032My reply to each issue that you have raised is as below:
1) 6 days working and alternate weekend off (whereas technical support and other BPO work 5 days a week and 2 days off).
Reply: - 5-day work is the industry norm but it is not a legal compulsion. Therefore, nothing can be said on the prerogative of the employer.
2) I am a client service engineer but still expected to work a 12-hour shift on the weekend as customer support (only on Saturday or Sunday) but not paid overtime for that. Also, my boss insists that we have to do the customer support role; it's mandatory (even though it's not mentioned in the job offer letter).
Reply: - Making any employee work for 12 hours is illegal under the provisions of the Shops and Establishment Act. If you are not inclined to put in excess hours, then you may make a formal complaint to the Labour Officer (LO) under whose jurisdiction your company falls. The LO may investigate the violations of this law and take appropriate action.
3) Pickup and drop facility not provided even though we work in a 24*7 cycle (this week's roster has my shift from 7 pm to 4 am, and public transport starts after 5 am). When I asked about traveling on my own and getting the amount reimbursed, I was told that it's not possible.
Reply: - Providing pick-up and drop to the employees is an industry norm, and it is not a legal compulsion. Yes, for female employees, it is mandatory to provide the cab facility during nighttime.
4) Unfair, disrespectful, and partial behavior (the boss was shouting on the floor, saying "I don't respect the technicians").
Reply: - Immoderateness in the workplace is a bane across industries, and the BPO industry is no exception. Partially, it is the fault of leadership at the top who have allowed their managers to demonstrate high-handedness in front of their juniors. If you wish, you may make a formal complaint to your HR. If nothing happens, then you may complain to the MD of the company. If still nothing happens, then you may make a complaint to the LO. However, instead of an individual complaint, it is better to make a collective complaint.
5) Accused of doing timepass during work hours (whereas our work is dependent upon the sales floor; if they don't make the sale, we don't have the remote session to work on).
Reply: - Who exactly makes this accusation?
Final Comments: Well, gentleman, partially you are facing problems because you did not obtain sufficient information about the company that you were to join. Your frustration is because of the gap between your perception and the ground reality. Now the reality is biting you. Therefore, either adapt or conform to the circumstances or quit. "If you live in the river, you should make friends with the crocodile" goes the age-old proverb. Therefore, is it not wise to follow the proverb?
Thanks,
Dinesh Divekar
From India, Bangalore
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