Struggling with Long Hours and Unfair Treatment in Tech Support BPO – What Can I Do?

I am currently working in a technical support BPO as a senior technician, and I am facing the following issues in the company:

Working Hours and Days

1) We have a 6-day workweek with alternate weekends off, whereas technical support and other BPOs typically work 5 days a week with 2 days off.

Role Expectations and Overtime

2) Although I am a client service engineer, I am still expected to work a 12-hour shift on weekends as customer support (only on Saturday or Sunday) without being paid overtime. My boss insists that we must take on the customer support role as it's mandatory, even though it's not mentioned in the job offer letter.

Transportation Issues

3) There is no pickup and drop facility provided, even though we work in a 24/7 cycle. For instance, this week's roster has my shift from 7 pm to 4 am, but public transport starts after 5 am. When I asked about traveling on my own and getting the amount reimbursed, I was told that it's not possible.

Workplace Behavior

4) There is unfair, disrespectful, and partial behavior. For example, the boss was shouting on the floor, saying, "I don't respect the technicians."

Work Dependency and Accusations

5) We are accused of wasting time during work hours, whereas our work is dependent upon the sales floor. If they don't make the sale, we don't have the remote session to work on.

Please help me with what actions can be taken to resolve these problems.

Dear Abhuday, my reply to each issue that you have raised is as below:

6 days working and alternate weekend off

Reply: A 5-day workweek is the industry norm, but it is not a legal compulsion. Therefore, nothing can be said on the prerogative of the employer.

12-hour shift on the weekend without overtime

Reply: Making any employee work for 12 hours is illegal under the provisions of the Shops and Establishment Act. If you are not inclined to put in excess hours, then you may make a formal complaint to the Labour Officer (LO) under whose jurisdiction your company falls. The LO may investigate the violations of this law and take appropriate action.

Pickup and drop facility not provided

Reply: Providing pick-up and drop to the employees is an industry norm, and it is not a legal compulsion. Yes, for female employees, it is mandatory to provide the cab facility during nighttime.

Unfair, disrespectful, and partial behavior

Reply: Immoderateness in the workplace is a bane across industries, and the BPO industry is no exception. Partially, it is the fault of leadership at the top who have allowed their managers to demonstrate high-handedness in front of their juniors. If you wish, you may make a formal complaint to your HR. If nothing happens, then you may complain to the MD of the company. If still nothing happens, then you may make a complaint to the LO. However, instead of an individual complaint, it is better to make a collective complaint.

Accused of doing timepass during work hours

Reply: Who exactly makes this accusation?

Final Comments

Well, gentleman, partially you are facing problems because you did not obtain sufficient information about the company that you were to join. Your frustration is because of the gap between your perception and the ground reality. Now the reality is biting you. Therefore, either adapt or conform to the circumstances or quit. "If you live in the river, you should make friends with the crocodile," goes the age-old proverb. Therefore, is it not wise to follow the proverb?

Thanks,

Dinesh Divekar

In addition to Dinesh Sir's prompt replies, please search for a new opportunity and then quit here. Say bye-bye to this company for good.