Grievance Handling in BPOs: How Do You Mediate Between Employees and Management?

Hi Simran,

I am also working in a BPO. In my opinion, common types of benefits you may receive include incentives, extended working hours, and cab facilities.

To resolve issues effectively, it is essential to act as a mediator between employees and management.

Regards,
Amith R.

Hi,

Can anyone please help me to understand what issues related to grievances are present in the BPO industry, and how can these be resolved?

Thank you,
Simran

Hi Simran,

I am also working in a BPO. In my opinion, common types of benefits you may receive include incentives, extended working hours, and cab facilities. To resolve these issues, it is essential to act as a mediator between employees and the management.

Regards,
Amith R.

Hi dear,

Thank you for your urgent reply. You mentioned that I need to be a good mediator between employees and management. What are the possible ways through which this can be done? Please, I need urgent help on this. Can I share your mobile number?

Simran

Hi Simran,

I worked in a BPO earlier. Please find a list of grievances:

1. Lack of proper working conditions (as per BPO standards).
2. Very high attrition rate.
3. Health-related problems among employees due to different working hours.
4. Stress resulting from work pressure and targets.
5. Psychological issues due to continuous phone communication (handling outbound and inbound calls).
6. Difficulty adjusting to new joiners and the pain of separation from colleagues, as there is continuous recruitment and high turnover.
7. Communication gap between supervisors and employees due to the large number of employees.
8. Employees feeling lost in the crowd, etc.

Regards,
Pallavi

Hi,

Thank you, dear. Could you also provide some measures for these problems so that they can be resolved?

Thank you,
Simran

Hi Simran,

There is nothing called a measure. However, you can learn about problems through your observations, interactions with employees, and supervisors on a regular basis. Perhaps you could initiate a grievance cell where employees can come to discuss their issues or drop them in a drop box if they wish to remain anonymous, etc.

Thanks,
Pallavi.

Hi,

You can conduct an internal satisfaction survey for various Employee Welfare Measures. For example, feedback on the canteen/cafeteria, recreation facilities, medical/first aid facilities, cleanliness of restrooms, and HR's response to grievances. You can conduct these surveys using the following tools:

a) Colour ball presentation: Keep a jar with color balls (three colors - red represents poor, blue represents average, and green represents good) in the respective areas like the canteen, recreation center, etc., and request employees to pick and place the color ball of their choice in the empty jar. After receiving the feedback, we can prepare a pie chart and analyze the employees' responses.

b) Questionnaire: We can utilize HR project trainees for this purpose. We can gather feedback from employees on various HR processes using this tool.

This will help us identify areas for improvement, enabling us to develop an action plan to enhance employee satisfaction.

Thanks and Regards,

Kalyan R

Email: rk.kalyan@scl.co.in

Mobile: 9840942232