Wednesday, January 16, 2008
BPOs hire counsellors
DNA reports: As understanding of problems of BPO employees grows, more and more companies are either employing counsellors or hiring the services of professionals.
...The counsellors help in adapting to change, overcoming grief and bereavement and managing stress and provide solutions to marriage and family problems through printed material, orientation programmes, face-to-face and phone talks, online suggestions and referral services.
Now you may conclude on reading this that BPO employees are in a mess. Or you may take a more positive view - "Workers in many industries face these issues, these guys are doing something about it."
I would take a balanced view and say yes, BPO has its own peculiar problems. Nightshifts, for example play with your health. Add to that the stress of a young workforce with unrealistic expectations in their first/ second job.
“Studies reveal companies lose at least 60% of employees every week. The reasons are various such as stress, less pay, road rage and altercation at work. Employees lose their problem-solving ability,” says Kumud Rajendran, CEO, Personal Performance Consultants, which offers services to 15 companies in India.
Hiring counsellors is a sound business decision. If counselling can help to retain even 5% of the folks who would otherwise quit I say it's great value for money. And the employer is seen as 'someone who cares'.
Although it's the larger companies who see the value of this investment in employee welfare I am sure eventually smaller BPOs will follow. And so will other industries.
As for employees, they seem to be happy. You may have family, friends, partners, but often it takes an outsider and a professional to make you see your problem objectively. And nudge you towards a solution.
For example, one H Nagraj changed from voice-based service to non-voice-based for a lower salary after two years.
“I needed peace of mind. Taking hundreds of calls everyday would drain me. I even developed back pain. It was then that I was advised by a counsellor to change service. Now, I am happy as I have the energy and enthusiasm needed to pursue my interests of reading and writing,” he says.
Money vs quality of life. Blaming your boss vs lookin within. Managing your time vs being the popular one and bailing out others.
There are many ways to look at any problem and an empathetic counsellor just helps you open your eyes to them!
...The counsellors help in adapting to change, overcoming grief and bereavement and managing stress and provide solutions to marriage and family problems through printed material, orientation programmes, face-to-face and phone talks, online suggestions and referral services.
Now you may conclude on reading this that BPO employees are in a mess. Or you may take a more positive view - "Workers in many industries face these issues, these guys are doing something about it."
I would take a balanced view and say yes, BPO has its own peculiar problems. Nightshifts, for example play with your health. Add to that the stress of a young workforce with unrealistic expectations in their first/ second job.
“Studies reveal companies lose at least 60% of employees every week. The reasons are various such as stress, less pay, road rage and altercation at work. Employees lose their problem-solving ability,” says Kumud Rajendran, CEO, Personal Performance Consultants, which offers services to 15 companies in India.
Hiring counsellors is a sound business decision. If counselling can help to retain even 5% of the folks who would otherwise quit I say it's great value for money. And the employer is seen as 'someone who cares'.
Although it's the larger companies who see the value of this investment in employee welfare I am sure eventually smaller BPOs will follow. And so will other industries.
As for employees, they seem to be happy. You may have family, friends, partners, but often it takes an outsider and a professional to make you see your problem objectively. And nudge you towards a solution.
For example, one H Nagraj changed from voice-based service to non-voice-based for a lower salary after two years.
“I needed peace of mind. Taking hundreds of calls everyday would drain me. I even developed back pain. It was then that I was advised by a counsellor to change service. Now, I am happy as I have the energy and enthusiasm needed to pursue my interests of reading and writing,” he says.
Money vs quality of life. Blaming your boss vs lookin within. Managing your time vs being the popular one and bailing out others.
There are many ways to look at any problem and an empathetic counsellor just helps you open your eyes to them!
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