The Hindu : Karnataka / Bangalore News : ‘Women are the backbone of BPOs’

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Wednesday, Jul 09, 2008
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Karnataka

Karnataka - Bangalore

‘Women are the backbone of BPOs’

Deepa Ganesh

— Photo: Bhagya Prakash K.

Gunjan Zutshi.

Bangalore: What it is like for a woman working in a BPO? Long hours, bizarre shifts, distant workplace…

For some of them it is a short stint, but there are a lot of others who pursue a career in the BPOs. Employers too have realised that women’s interpersonal skills — something on which the industry largely depends — can be turned to an economical advantage.

Gunjan Zutshi, Manager of Learning and Development at e4e, among the first BPOs of the country, works long hours, juggling home, work and two children, but has learnt to strike a balance. Previously employed with the hospitality and the real estate industry, she is happy she moved on.

How different is it to work in the BPO industry from other sectors? Every industry has its own style of functioning. A lot of people think that these are easy jobs to do, while in reality they are very high pressure jobs. Working in odd shifts with challenging targets can be difficult. However, it’s a young industry in India, so the workplace is full of high energy and fun.

BPOs have expanded beyond just call centres and the preparation depends on the kind of work you do.

However, a key skill required is customer focus. If helping your clients is not the reason why you are coming to work everyday, then you are not in the right industry.

Having the domain knowledge is an advantage. Most BPOs have extensive training before you start work and that helps one prepare for the role.

What kind of toll does it take, particularly on a woman having to work long hours, and shifts that can cause havoc on your biological clock? Are families understanding and supportive?

The long hours can be difficult not just for women but for men as well. However, it is even more for women if there is not adequate support from the family. I depend on my mother–in-law when I have to travel on work. At the same time, companies are also sensitive to these issues so there are possibilities of working flexi time and working from home. My company is very supportive and during emergencies, I can work from home. Apart from that, defining clear boundaries between work and home and setting your priorities right also helps in coping with stress. There are days when my family is my number one priority and I wouldn’t let work keep me away from being available for them.

Is “equality” only an imaginary entity at the workplace? How do men cope with competent women?

I think it’s a personal decision on how much pressure you want to take at work. Pressure is a constant. Some jobs are more high pressure than others. In over 10 years of corporate experience, I have worked with some wonderful women bosses and have never once felt I was discriminated because I am a woman. To me this is an affirmation that it’s not about gender, but about competence.

There could be men who like to be the alpha male and cannot handle women in leadership roles but by and large, men like working with women bosses. Once again, if the boss knows her job and can manage the team, gender really does not matter. And to state the obvious, women bosses are far more sensitive and collaborative in their approach than their male counterparts. That’s not to say that you will never get a woman boss who can make life difficult at work!

High attrition, inflation… does it force you to dehumanise?

External changes like slowdowns, recessions, rising inflation and so on require organisations to take difficult decisions like cost cutting, right-sizing. Though it is done keeping in mind the organisation’s growth and profitability, it does have a human element involved which can not be ignored. Employee-friendly organisations handle it with sensitivity.

For instance, if an employee has to be let go for some reason, the organisation helps them in exploring other options available or finding another job. Some people call it the rat race. But we are certainly smarter than that and can choose to be a part of that race or not without losing our effectiveness at work.

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