At last the death is coming for the BPO Industry.......! Riding the waves all these yearsthe point of acid test is here! And surviving it and be the thing what it was/had been before the test came is almost impossible! Its well stated that we can not avoid the Unavoidable!All these years the BPO industry has been taking things for granted. Almost all the people working in the industry took it for granted. Everyone thought of the industry as some sort of a bush, thistle, shrub, grass or an unknown plant which is there and will be there forever even though nothing is done to grow it! They confidently believed that its not even importantto think that its there!
The so called authorities who have been commenting on the industry in positive tones for eons - what are these authorities for other than commenting continuously on something?! - continue trumpeting over the greatness on the things in the industry! They keep saying about somethingthat they think are the most important things about the industry! Everyone conveniently forgetswhat this industry basically is and why it came to India in such a BIG WAY! Even those who are there in the BPO industry and those who think they lead the society and nation think aboutthis "Panacea" for the root decaying deadly decease called 'Joblessness or Unemployment' as another 'Somehow Grown' shrub or plant which if seen is ok or else dont mind.
People who even dont know this plant which is a panacea, fish very powerful microscopesout of their deep pockets as a juggler does and point out to the public the microscopic organismsliving on the surface of its leaves as something 'Very Dangerous' and declare that these microorganisms were the 'Real Reason' for the extinction of the 'Good Old Flesh Eating Dinosours!'Media spread this news of 'very dangerous organisms existing on the surface of its leaves' all over the nation and people develop a new phobia named by the experts who found out these'Deadly Organisms' as 'BPO Phobia'. The much respected and knowledgeble teachers of all the colleges and universities stand together to spread this 'piece of information' about 'the organisms'and they with other thought leaders and social strategists with the help of media declare this plant an evil!
Hundreds of thousands of people earn their livelihood from this industry; but they all forgot that it is efficiency, quality and the like things which are the most important things which should be maintained at any cost!They completly forgot the basic rule "Give Quality(work) & Take Quality(remunaration)! The personnel who were in the responsible positions of recruiting quality people did underhand dealings to recruitsub-standard people into the positions of responsibility & quality.They compromised everything the BPO Industry stood for!The HR People of a lot of BPO Companies thrived due to this illicit relationship with the outside recruitment peopleand hundreds of poor quality, inefficiant and qualityless people were recruited to man the positionswhich should have been manned by those who 'Knew Things' or at the least knew '1+1=2!!!'
In the years of BPO Sunrise, when no other country was able to give what India did for it's customers,it was well assumed that anything would sink in unnoticed and without questions being asked! But, seeing this huge opportunity, other countries started preparations and they started to train their peopleto give the quality the foreign companies expect and need from Quality BPO Services! As years went by, those countries, armed with the quality built over the years, started to take away small chunks in the begining and later large pieces from the cake India for a long time tasted alone - all these years our Indian HRs getting perks for recruiting the wrong & poor quality people, who performed pathetically, into the industry!
Now, the things have come to a full circle; what India once stood for - quality, competive prices, efficiency etc. - other countries are offering, as the Indian BPO Industry wade through the quagmire of inefficiency,poor pricing and extreme lack of quality it has created for itself, taking all these years! Hundreds of jobs are lost; existing processes vanish into thin air; new processes come only by tricles! Yet, 'the people in the know' continue their stupor and 'the Quality HR People' in the companies do their best to continuetheir stupid practises to Upgrade Inefficiency & Incompetence! Let us all stand by the dying industry & hope the malady - which is a very large part of the present day BPO Industry itself! - disappear, somehow!!!
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