Patriotism in BPO Industry

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

A Mini India

Kya batt hai aaj 15 August hai aur aap office ja

raheho...?! Quipped my confused and disturbed landlady as the cab had come to pick me up for office. All my efforts to explain her about the functioning of a BPO industry and that we were equally patriotic since we celebrate Independence Day in office turned out to be futile! I guess many of us too must have experienced similar situations while coming to office on this day.

Most BPO organizations functions 24x7 servicing clients from different parts of the world and therefore, have to work according to the respective country's local office timings. Hence, because of the time zone difference, work is largely in the night shifts or early morning. Similarly, holidays too are based as per the national listed holidays of the respective countries.

It is due to such reasons that here in India BPO employees have to work on all major festivals. Whether it is Holi, Independence Day, Dusshera, Deepawali, Eid or Republic Day, one has to report to office unless the day coincides with  a public holiday of  the (business process) out sourced country or it falls on a weekly off day of the employee!

EXL Chairman Vikram Talwar

But that does not mean one is deprived of such celebrations. Keeping the sentiments of all individuals and to bridge the gap, BPO organizations often make all major festivals happen within the floor in a unique way. Whether you are picking up a call or busy in transaction of a back-end office, the Human Resource team ensures that fun is reached to every individual in between the calls and transactions. Usually exciting programmes are chalked out thus, energizing the employees to look forward for the day to come to office with attendance in full strength.

Over the years EXL service.com has gained the reputation of being a perfect "fun at work place" which has been increasingly envied in the BPO industry. While speaking to a cross section of ex-EXLites who are presently working at Steria (formerly Xanza), Patni Computers, HCL and CSC reinforces this point. The organization's vibrant logo - X-man (if we can call it) truly portrays the personality and philosophy of its founder Chairman Vikram Talwar, particularly after analyzing between the lines of his interview that had recently appeared in The New York Times!

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

At EXL festivals such as Independence Day,Dusshera, Deepawali, and Christmas just to name a few are celebrated with great pomp and show. For example, during Dusshera the entire floor looks

spectacular with executives wearing headgears and attired depicting various epics from the Indian mythology. Deepawali is marked where all turn up to office wearing ethnic dresses, special food is served including various games such as lucky-dip, wheel of fortune, housie, etc. During Deepawali, Christmas and New Year all EXL centres are tastefully decorated and buildings are specially illuminated.

Coming back to the Independence Day celebration at EXL, the efforts from the HR

team is so spontaneous that it naturally creates an ambience of patriotism in all the centres. Inspite of heavy dose of cross-culture exposure, the spirit of patriotism gets so high on this day that can make any government organisation or a common man in the street to blush!

The entire floor is decorated with little tri-colour national flags while different teams come out with various collages and posters depicting the freedom struggle among others. Singing the national anthem too is a major event where all employees take an active part. Quiz competition and kite flying are also held to mark the occasion. On this day every employee is expected to come to office in ethnic or regional dress. Not to be left behind, the caterers too at the cafeteria gets a little trendy by presenting certain food items decorated in the symbolic tri-colour. All these make each one of us happy on such a special day.

It may be mentioned here that the BPO and IT sector employ a large number of Indians thus, shouldering the perennial burden of educated unemployment of the government to a certain extent. These two sectors have been significantly contributing to the government's exchequer in terms of foreign exchange. But the recent rising inflation in the US economy and its impact in the rest of the world have been causing anxiety for a while. Though such situation is a temporary phase but many IT and BPO firms are in the verge of pressing the panic button. Let us keep our fingers crossed and wait for the sunshine days to return soon. 

To conclude, BPO organisations like EXL in particular can be best described as

'Mini India' since employees constitutes of all cultures, religion, caste and creed including physically challenged drawn from every nook and corner of the country. It is a perfect place of unity in diversity. Today if we look at the explosive situation in the north, secessionist threat in the north-east and the recent terrorist attack in the south and west can only dampen the spirit of a true citizen. As members of this 'Mini India', there is a crying need to spread the message of peace, love, tolerance and respect of 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...