BPO Sector - Employee
There are many factors that are to be
addressed before one takes a decision to outsource. Some key factors
considered are said to be:
cost is a one time expense. The recurring costs are basically power,
telecommunications and house keeping.
Then the Salaries constitute major part of the cost.
Large number of
Junior level executives, though they draw a salary of Rs 6,000-9,000 the
salary bill rise to few millions of rupees.
There are no
standard salary figures that are readily available. They change from
company to company and process to process.
Customer Care Representatives [CSRs] or Call centre agents, or
process executives: Pay
scales range from Rs.6, 000 -9,000. With 1-2 year experience they move
to 8,000 -15,000 bracket.
Leaders draw Rs 17,000 - 26,000 per month
Rs 200,000 - Rs 500,000 per annum
Rs. 300,000 - Rs 550,000 per annum
Managers: Rs 500,000 - Rs 800,000 per annum
Heads: Rs 800,000 – Rs 1200,000 per annum
An employee in a voice
call center costs about 15% more than in a non-voice center.
Compensation may vary from Rs. 6–7000 for a normal graduate to about
Rs. 12-14,000 for doctors.
control personnel get between Rs 10-18,000.
transcription: One needs to be a law graduate. Pay scales range from Rs.
5-7,500 in the entry level. This
area is yet to pick up momentum.
With so many
computers all over the place the demand for Network Administrators has
increased and generally Network administrators are expected to have some
experience. People with 2-3 years get around Rs.12-15,000. Fresh
employees, right out of college, may get around Rs 5-6,000
The demand for Financial
and HR executives is also on the rise. Financial process executives seem
to be drawing in the range from Rs. 9-10,000 and
HR executives in entry level draw between Rs.7-9,000.
In 2004, overall salary
increases for outsourcing suppliers were:
management: 14.2 percent
and support: 15 percent
increases in 2005 seems to be upward, though some companies feel that
higher salary bill coupled with reduced margins due to competition
forces them to consider the salary bill carefully. However it is
expected that salaries may go upward by an average of 12-15 percent
However the major
problem is the attrition of people. Best people often quit. And
then the companies prefer to take in fresh talent and train them.
Some companies prefer to groom their Team leaders as these people
would have worked for 3-4 years (if the company manages to retain
them!!) and have complete understanding of the company culture, and the
Almost all the companies promote or change the
designations every 6 months. But the problem is still the growth. When a
twenty years old joins a company as
becomes a team leader by 24. The hierarchy is not much in call centers.
Hence one is expected to have
exposure to more than one process so that they can move along
horizontally across the domains of knowledge/processes.
attrition is considered as blessing in disguise as there is growth for
some employees and there will be need to recruit more people.
Generally it is
felt that even though the entry level salaries are quite good, growth is
a matter of concern. But then it is the individual’s choice to work
where and how long!
The companies need
to retain good people and it is still worth it to pay higher for the
performers through some performance incentives. And then one needs to
have fallback option if the best people resign. The
sustainability of the companies needs to address the ever increasing
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