EXECUTIVE SUMMARY

The purpose of writing this paper is to address, the Human Issues in Call-Centers. I am of the opinion that this paper will be use to HR-Heads of Various Call-centers, CEO's and CenterHeads and also Team Leaders and Project Managers. BPO/Call Centers has given many gifts to People of India, few of them are: High Stress Level, Number of other Illnesses, Broken Marriages Etc. Carrying out transactions over the telephone has a long history, beginning with operator services and later, reservations lines, particularly for airlines. But in the last 15 to 20 years, the introduction of information technologies and telecommunications advances have expanded the types of work it is possible to undertake, while reducing costs. Concurrently, ideas of 'service' and service relationships continue to be redefined as technology becomes increasingly ubiquitous, rendering the public more receptive to mediated service interactions. For many employed in the call center sector, "the daily experience is of repetitive, intensive and stressful work, based upon Taylorist principles, which frequently results in employee "burnout". An Expert, more vividly, characterizes the work as "repetitive brain strain". These descriptions are hardly surprising, in a way, given that call centers are established by organizations to "create an environment in which work can be standardized to create relatively uniform and repetitious activities so as to achieve economies of scale and consistent quality of customer service". This means, in other words, that workplaces are organized in ways that weaken employee autonomy and enhance the potential for management control, and "a loss of control is generally understood to be an important indicator of work-related stress". There is almost universal consensus that call center work is stressful. Even in studies that report the observation that some staff actually enjoys their work, mention of stress is still the norm, and

a significant portion of the call center literature is devoted to detailing the sources of stress in call center work. It is desirable to employ professional HR Professionals with knowledge of Human Psychology in BPO units/call centers. The services offered by professionals may not be felt in the initial stages. Companies like Tata, L&T, MICO and few others have employed professionals in their factories. The professionals can do wonders in BPO sectors as well. People are the backbone of BPO industry and it is certain that professional HR or Human Psychologist can make inroad in this emerging industry and facilitate the growth of Industry in an immense way.

INDEX

ACKNOWLEDGEMENT EXECUTIVE SUMMARY INTRODUCTION What Stress Is What complicates Problems of Definition The current consensus Types of Stress Survival Stress Internally generated stress Environmental, Nutritional & Job Stress Lifestyle and job stress Optimum Stress Levels Short Term Stress Long Term Stress LITERATURE REVIEW The Beginning of an Industry History Understanding- "Call Center" Understanding Call Center Industry as An Industry Human Issues in the Call Center Industry BPO in India THE INDIAN SCENARIO BPO Industry Stress Factors Long Working Hours Workload Repetitive Nature of Work Insufficient Holidays Pressure to Perform on Metrics Health Issues Travel Time Call Volume/Number of Calls Overtime. METHODOLOGY Objective of the Study Research Design Limitation

FINDINGS KEY STRESSORS Being on phone constantly Quality/Quantity conflict Intensity Targets. OTHER HEALTH ISSUES Sleeping Disorders Digestive System Related Disorders Depression Severe Stomach Related Problems Eyesight Problems Few possible sources of stress What are the pros & cons of outsourcing How many jobs from US are moving offshore ORGANIZATIONS INITIATIVE InterGlobe Enterprises Limited IBM Daksh and EXL Services GENPACT ANALYSIS Attrition as a stress factor THE CATCH 22 SITUATION Impact of employee stress Measuring the business cost Preventing/managing stress HOW TO DEAL WITH STRESS RECOMMENDATION CONCLUSION BIBLIOGRAPHY ANNEXURE

INTRODUCTION
What Stress Is There have been many different definitions of what stress is, whether used by psychologists, medics, management consultants or others. There seems to have been something approaching open warfare between competing definitions: Views have been passionately held and aggressively defended. What complicates This is that intuitively we all feel that we know what stress is, as it is something we have all experienced. A definition should therefore be obviousexcept that it is not. Problems of Definition One problem with a single definition is that stress is made up of many things: It is a family of related experiences, pathways, responses and outcomes caused by a range of different events or circumstances. Different people experience different aspects and identify with different definitions. Hans Selye (one of the founding fathers of stress research) identified another part of this problem when he saw that different types of definition operate in different areas of knowledge. To a lawyer or a linguist, words have very precise, definite and fixed meanings. In other fields, ideas and definitions continue evolving as research and knowledge expands. Selyes view in 1956 was that stress is not necessarily something bad it all depends on how you take it. The stress of exhilarating, creative successful work is beneficial, while that of failure, humiliation or infection is detrimental. Selye believed that the biochemical effects of stress would be experienced irrespective of whether the situation was positive or negative.

Since then, ideas have moved on. In particular, the harmful biochemical and longterm effects of stress have rarely been observed in positive situations. The current consensus Now, the most commonly accepted definition of stress (mainly attributed to Richard S Lazarus) is that stress is a condition or feeling experienced when a person perceives that demands exceed the personal and social resources the individual is able to mobilize. People feel little stress when they have the time, experience and resources to manage a situation. They feel great stress when they think they can't handle the demands put upon them. Stress is therefore a negative experience. And it is not an inevitable consequence of an event: It depends a lot on people's perceptions of a situation and their real ability to cope with it. Types of Stress Most people realize that aspects of their work and lifestyle can cause stress. While this is true, it is also important to note that it can be caused by your environment and by the food and drink you consume. The strategies that you should use to counter stress depend on the causes of that stress. There are several major sources of stress: X Survival stress Internally generated stress Environmental and job stress Fatigue and overwork Survival Stress Where you are in a physically or emotionally threatening situation, your body adapts to help you react more effectively to meet the threat. This is controlled mainly by release of adrenaline. The changes are quite powerful and useful in a fight or flight situation. The main ones are:

 Adrenaline mobilizes sugars, giving the body access to more strength, energy and stamina. This helps an individual to fight harder or run faster. It reduces the blood supply to the skin and short-term inessential organs. This minimizes bleeding if an individual gets hurt, and ensures that energy is not wasted on processes that are not immediately useful. One may experience nausea or diarrhea: this eliminates excess weight that might otherwise slow individual down. Where speed and physical strength are important this adrenaline stress will be helpful and beneficial, as fear can help one to survive or perform better. However, when calm thought or precise motor skills are important, it is best to control and, ideally, eliminate these adrenaline responses. Internally generated stress Internally generated stress is stress that one cause for oneself. This can come from anxious worrying about events beyond ones control, from a tense, hurried approach to life, or from relationship problems caused by our own behavior. It can also come from an addiction to and enjoyment of stress. Stress can cause the levels of a chemical called noradrenalin to rise in and between nerve cells. This gives a feeling of confidence and elation that some people like. They can subconsciously defer work until the last minute to cause a deadline high, or can create stressful environment at work that feeds their enjoyment of a situation. The downside of this is that they may leave jobs so late that they fail when an unexpected crisis occurs. They may also cause unnecessary stress for other colleagues who are already under a high level of stress.

Other aspects of personality can cause stress. Examples are perfectionism, where extremely or impossibly high standards can cause stress; and excessive selfeffacement, where constant attention to the needs of others can lead to dissatisfaction. A major cause of internally generated stress in many people is anxiety. Environmental, Nutritional & Job Stress Our environment may be a significant source of stress. This can come from: Crowding and invasion of personal space Insufficient working and living space Noise Dirty or untidy conditions Pollution A badly organized or run down environment Working environments are rarely perfect, however often you can improve your environment quite cheaply. Lifestyle and job stress Many of the stresses you experience may come from your job or from your lifestyle. These may include: Too much or too little work Time pressures and deadlines Responsibility for people, budgets or equipment Frustration and boredom with current role Lack of clear plans and goals Demands from clients

 Disruptions to plans Frustration at having to overcome unnecessary obstacles Financial or relationship problems etc Optimum Stress Levels The level of stress under which one operates is important. If one is not under enough stress, then he may find that his performance suffers because he is bored and unmotivated. If he is under too much stress, then his results suffer as stress related problems interfere with his performance. It is important that for us to recognize that we are responsible for our own stress, and very often, it is a product of the way that we think. We need to learn to monitor our stress levels, and adjust them up if we need to be more alert, or down if one is feeling too tense. By managing our stress effectively, we can significantly improve the quality of our life. Short Term Stress The following figure shows the relationship between stress and the quality of performance when one is in such situations that impose short term stress: When an individuals stress level is too low, one find that ones performance is low because one becomes bored, lacks concentration and motivation. When the stress level is too high, the performance can suffer from all the symptoms of excessive short-term stress. In the middle, at a moderate level of stress, there is a zone of best performance. If one can keep oneself within this zone, then he will be sufficiently aroused to perform well while not being over-stressed and unhappy. The above graph, and its zone of optimum performance, will be represented by are different shapes for different people. Some people may operate most effectively at a level of stress that would leave other people either bored or in pieces. It is possible that someone who functions superbly at a low level might experience difficulties at a high level.

Alternatively, someone who performs only moderately at low level might perform exceptionally under extreme pressure. The best way of finding your optimum level of stress is to keep a stress diary for a number of weeks. Long Term Stress The problem of long term, sustained stress are more associated with fatigue, morale and health than with short term adrenaline management. The following figure shows the way in which performance can suffer when an individual is under excessive long term stress-The graph shows stages that you may go through in response to sustained levels of excessive stress: During the first phase, you will face challenges with plenty of energy. Your response will probably be positive and effective. After a period of time, you may begin to feel seriously tired. You may start to feel anxious, frustrated and upset. The quality of your work may begin to suffer. As high stress continues, you may begin to feel a sense of failure and may be ill more frequently. You may also begin to feel exploited by your organization. At this stage, you may start to distance yourself from your employer, perhaps starting to look for a new job. If high levels of stress continue without relief, you may ultimately experience depression, burnout, nervous breakdown, or some other form of serious stress related illness.

LITERATURE REVIEW
The Beginning of an Industry History Carrying out transactions over the telephone has a long history, beginning with operator services and later, reservations lines, particularly for airlines. But in the last 15 to 20 years, the introduction of information technologies and telecommunications advances have expanded the types of work it is possible to undertake, while reducing costs. Concurrently, ideas of 'service' and service relationships continue to be redefined as technology becomes increasingly ubiquitous, rendering the public more receptive to mediated service interactions. There are a variety of factors, which have led to the increase of telephone services, suggest Richardson and Marshall, including the transformation of telephony by "the development of digital exchanges, intelligent telephone networks and their integration with computer data bases"; falling telephony costs and the introduction of toll-free numbers; the high degree of penetration and familiarity of telephone technology; and the ability to communicate complex information by phone in real time. In addition to technological progress and social advantages, another likely reason for the burgeoning of the call center industry in the early 1990s was a significant period of retrenchment in a number of business sectors, including a drive towards reducing costs and cutting staff-both of which can be accomplished by centralizing services, reducing branch offices close to the customer, and taking advantage of lower cost real estate and labor costs in locations outside main business centers. Call centers, of course, permit all of these activities. The US was in the forefront of the call center movement, yet Nadji Tehrani, editor of the first trade publication devoted to the telemarketing and call center industries, writes that when

Telemarketing Magazine was launched in 1982 in the United States, there were "only a handful" of companies conducting market research or handling customer service by phone. He describes the rapidity of technological development during the ensuing years: "We have seen the use of 3 x 5 cards and rotary dial phones, evolve to push-button telephones to integrated contact management software and automated dialing to Web-enabled call centers". Outsourcing centers that specialize in providing call center services for other companies are also expanding. Although most call centers in the UK are currently nationally oriented, there is a move towards pan-European call centers in areas such as hotels, travel, and computing. Still, despite its rapid rate of growth, the call center industry is relatively new. The "vast majority" of call centers in the UK have "existed for less than ten years" claims Cameron, while Michel notes that in Germany, 25% of call centers in the country were established before 1991, and 41% during what he terms the "call center boom" after 1995. A boom is perhaps an accurate term. One estimate suggests a rate of growth between 20%-25% a year in Canada, while a 1996 Datamonitor report gave a figure of 40% for call center market growth in Europe, a number anticipated to hold until the turn of the century. Similarly, as mentioned above, academic interest in call centers is also quite recent, with the bulk of reported research beginning in the late 1990s and beginning to accumulate in the last two years.

Understanding- "Call Center"