Bandh cripples 24/7 IT services

BANGALORE: Networked with customers and clients around the world, call centres have just two business options: Either ensure 24/7 services or shut shop.
Incidents like the bandh that crippled life and business in the country''s technology capital on Thursday can, therefore, prove disastrous to these companies, which operate on the promise of providing critical information with unfailing precision.
In the short term, any interruption in service can mean huge losses in revenue and clients. In the end, it can severely dent global confidence in Bangalore''s ability to provide mission critical services where reliability is everything.
Although the Bangalore bandh appeared peaceful, disquiet roiled in the city''s ITES companies, particularly those supporting clients in the UK between 12 noon and 10 pm. Most resorted to extraordinary methods to keep the show going like picking up their employees early in the morning, putting them up in hotel rooms overnight or storing food supplies in advance for them. A leading contact centre company with over 1,000 employees in its Bangalore facility had to accommodate over 150 people in five ``budget hotels''''.
Infosys Technologies COO and Deputy Managing Director Kris Gopalakrishan said to ensure uninterrupted client support the company''s BPO arm, Progeon, had to make alternative arrangements like bringing in agents early. ``Such incidents will subject companies to tremendous customer pressure. Time and support critical operations like call centres and ITES activities should be brought under the Essential Services Maintenance Act as the segment demands uninterrupted continuity,'''' he said.
Progeon''s clients are supported from Bangalore, while a small team provides on-site service.
According to iSeva CEO Vaibhav Tiwari, only 10 per cent of its productivity was lost as the company does not have UK clients. ``We asked some of our agents to come early while some others stayed back to ensure continuous availability.'''' iSeva has about 500 people.
24/7customer vice-president Hariharan said the agents were asked to come in early or stay longer to ensure continued support. The company has 40 agents exclusively supporting its UK clients.