Key Operational Challenges in the BPO-ITES Industry

- by Sameer Nagi & Harsha Rajan Israni *

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Figure 5: Delivering the Balanced Scorecard

6. Legal Challenges

Even law has its own share of hurdles to offer to this booming industry. For instance, there are many legal hassles involved in the engagement of women in night shifts. Recently, the Labour Department has directed two Gurgaon based call centres not to engage female workers for night shifts as they had failed to procure exemptions in their favour from a provision of the Punjab Shops and Commercial Establishment Act, 1958. E.g., in one of the bigger players like Convergys, there are about 1600 female employees and 80 per cent of them are put on night shifts. In fact the work in BPOs requires the workforce to work predominantly during the night hours and such legal implications would bring in disastrous consequences to the operations of the centers.

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* Contributed by -
Sameer Nagi & Harsha Rajan Israni,
Management Development Institute,
Gurgaon.

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