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Operations Article | Key Operational Challenges in the BPO-ITES Industry

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Key Operational Challenges in the BPO-ITES Industry

- by Ankur Pawa & Nishant Choudhary *

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Source: QAI-Nasscom Study

Apart from the major issues of quality and efficiency, project management includes other issues that seem to be quite trivial, but are vital in order to ensure a smooth functioning of the operations of the project. Some of them are:

  • Travel arrangements for the employees - This is critical, as the employees need to be in time for the office. Considering the odd working hours, most of the organizations have gone ahead to provide cabs to its employees. The organizations follow strict SLAs with the cab operators for this travel arrangement.br

  • Breaks between working hours - The breaks are well defined with a clear allocation of work. The break timings are strictly adhered to.

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    * Contributed by -
    Ankur Pawa & Nishant Choudhary,
    Indian Institute of Management,
    Lucknow.

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