An industry, which has an estimated growth of nearly 42 % p.a. with annual attrition, rates exceeding 20%. Professionally trained executives, answering calls and making calls to half of the world’s developed economies and thereby promoting brand value of the organization along with increasing profits.
Solving problems at the click of a mouse and thereby reducing the line-ups at the customer care centers. Hefty payouts and a great promising future along with growth is what these centers boast of. Is it just a fad or a reality, which is all set to change the work and educational culture throughout the country? Few facts on which I would like to throw some light.
For more than three years, I have been a part of an upcoming industry into this field, which has grown from a mere 60 to a strong headcount of 600 +. As per the annual reports, more than 6 lac graduates pass out every year out of non-technical colleges. Out of this only around 10000 are able to get a job with an average salary enough to support their own expenses.
The call centre industry took this opportunity to make sure that the vacancies, which moved on to India from the Americas was tapped for the FDI it brought along. The whole country welcomed this move of the US and held its head high with expectations that it could capitalize the English speaking mass of the country and thereby would also help in creating job opportunities for people. The Government on its part was happy to show that this outsourcing of jobs from its counterpart was a good initiative to provide jobs to the unemployed educated masses in the urban areas. But what it was unaware of is of the demand of this industry.
The pros and cons of the industry can be bifurcated and could help give a clearer picture of the industry. People can themselves think on it and accordingly plan out so that those aspiring to take their first step into the industry are well aware of what is the reality of this industry luring thousands of people.
Pros:
q A fatter paycheck with no extra effort.
q Flexibility of timings
q Free work culture with little or no stress
q Earning potential based on performance.
q Benefit to the government as the investment in IT and ITES grows bringing in FDI.
q Job opportunities are good so that employment ratio is higher.
q Better incentives to states for implementing and expanding the industry compared to neighbors.
Cons:
q Increased earning leads to extreme spending.
q Night shifts and odd work timings disturb the biological clock.
q Requirement of only communication skills divert the focus of the individual on other aspects of education.
q Repetitive nature of job creates stress and disinterest in the person
q Attitude change due to less social involvement