Patriotism in BPO Industry

From the Archives-2: Recovered this manuscript that was written six years ago on this day...

A Mini India

"Kya baat hai, aaj 15 August hai aur aap office ja rahe ho?" asked my confused landlady as my cab arrived. I tried explaining how the BPO industry works. I told her we are just as patriotic and even celebrate Independence Day at the office. My efforts failed. Many of us in this field have likely faced a similar situation.

Most BPO companies operate 24/7 to serve global clients. Because of this, work schedules match the office hours of each client's country. Time zone differences mean employees often work night shifts or early mornings. Likewise, official holidays follow the client's national calendar instead of local holidays.

Because of this, BPO employees in India often work on major festivals. This includes Holi, Independence Day, Dussehra, Diwali, Eid, and Republic Day. Employees must report to work unless the date is a holiday in the client's country or matches their weekly day off.

EXL Chairman Vikram Talwar

That does not mean employees miss out on the fun. To keep morale high, BPO companies celebrate major festivals right on the office floor. Whether you take calls or handle back-end work, the HR team brings the festivities to your desk between tasks. They plan fun activities throughout the shift. This keeps spirits high and brings in full attendance even on holiday shifts.

Over the years, EXL Service has earned a reputation as a fun workplace that others in the BPO industry envy. Conversations with former EXL employees now at Steria (formerly Xanza), Patni Computers, HCL, and CSC confirm this. The company's vibrant logo, often called the "X-man," reflects the personality and philosophy of its founder and chairman, Vikram Talwar. This becomes clear when reading between the lines of his recent interview in The New York Times.

Vikram Talwar & Rohit Kapoor(CEO) at EXL C4 Barista outlet

EXL celebrates festivals like Independence Day, Dussehra, Diwali, and Christmas with great energy. During Dussehra, the floor looks lively with employees wearing traditional costumes and headgear from Indian mythology. On Diwali, everyone comes to work in traditional clothes. The company serves special food and hosts games like lucky dip, wheel of fortune, and housie. For major holidays like Diwali, Christmas, and New Year, all EXL offices are decorated and lit up.

The HR team creates a strong patriotic mood across all EXL offices for Independence Day. Despite daily exposure to global cultures, national pride runs high on this day. The energy on the floor could put even a government office to shame.

Small national flags decorate the entire floor. Different teams display collages and posters about the freedom struggle. Everyone joins together to sing the national anthem. The office also hosts quiz competitions and kite flying. Employees come to work in traditional or regional dress. Even the cafeteria staff joins the theme by serving food decorated in the national tricolor. All of this creates a genuine sense of joy.

This shared national bond on the corporate floor mirrors the intense personal camaraderie and energy I captured during our earlier EXL team celebration and BPO office party, where colleagues stepped away from the headsets to bond as a true community.

The BPO and IT sectors employ a large number of Indians. In doing so, they help shoulder the government's perennial burden of educated unemployment. These two sectors contribute significantly to the national exchequer through foreign exchange. However, rising inflation in the US economy and its global impact have caused anxiety for some time. Although this situation is temporary, many IT and BPO firms are on the verge of pressing the panic button. Let us keep our fingers crossed and wait for sunshine days to return.

To conclude, BPO organisations like EXL can best be described as a 'Mini India.' Employees come from all cultures, religions, castes, and creeds, including the physically challenged, drawn from every nook and corner of the country. It is a perfect example of unity in diversity.

Today, the explosive situation in the north, secessionist threats in the north-east, and recent terrorist attacks in the south and west can easily dampen the spirit of any true citizen. As members of this 'Mini India,' we have a crying need to spread the message of peace, love, tolerance, and respect for Mother India!

Jai Hind!

An appreciation Email from EXL Chairman Vikram Talwar:

The videos below can cause one to walk down through the memory lane...

Follow/Subscribe   TimesView Blogspot