March 15, 2004
Worker Stress at Call Centers in India
Here's another gem from E-commerce Times describing problems at Indian call centers where shifts run from 5 p.m. to 3 a.m .
"It's good for the economy; it creates employment, lots of it, and working nights at India's back offices is pleasing and financially rewarding for a huge number of young Indians.
"However, while India's money-spinning industry of taking service jobs from overseas is turning out to be a source of discomfort for U.S. and European politicians, the subcontinent is fast realizing that its now-famed success in so-called Business Process Outsourcing may have come at the cost of a generation's mental well-being..."
High turnover rate and employee dissatisfaction are partly due to fatigue and a high-stress environment. Creative managers are doing what they can to combat this trend-new perks at the call centers include off-site picnics and short "recess-like" breaks.
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