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This story is from December 22, 2005
BPOs focus on robust safety processes
In the aftermath of the rape and murder, the organisations are ensuring that there's a good system to handle contingencies.
In the aftermath of the rape and murder of the HP call centre employee, the organisations are ensuring that there's a good system to handle contingencies.
Says T K Kurien, CEO,Wipro BPO: "Since our BPO unit was originally set up in Delhi, we always had robust processes in place as you know that Delhi is not one of the safest cities to live in and especially so when you work late nights.
We've been following these rules here too and every vehicle has a security guard. I feel that training each employee in selfdefence is not the answer ��� setting unshakeable procedures is crucial for the industry."
The same goes for Mumbaibased BPO unit, WNS, which has around 10,000 employees in its Mumbai and Pune units.
Says a WNS spokesperson: "We had taken all precautions much in advance.We're not going in for self-defence training for our employees because that would be more of a reaction.
Our travel desk is manned by four-five persons at night and we have had tracking systems in place for a long time now."
"Although we are exploring the possibility of equipping our employees with pepper sprays, we think communication is the key to avoid such unfortunate incidents.
If there is a doubt in the mind of any employee, she should demand identification and not accept anything at face value," says S Nagarajan, CEO, 24/7 Customer, a Bangalore-based BPO firm.
According to another BPO firm chief who prefers to be unnamed, "If we are talking about martial arts or making self-defence sprays mandatory,we should be looking at arming the whole female population with such skills and equipment.
There are so many employees in hospitals and the hospitality sector who have to travel at night. So, singling out the BPO employee does not make sense to me.
The issue we should be looking at is having proper processes in place and making doubly sure that no such unfortunate incidents take place in future."
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