Today women play a vital role in Indian BPO sector. According to survey out of 400 million of workforce in India, around 30-40 percent are females. They are one of the driving forces behind the success of call center industry in India.
The Indian BPO industry accounts for a revenue US$ 39.6 billion and has emerged as one of the largest private industry providing direct employment to 1.6 million professionals.
The participation of women in BPO industry has been seen as a critical enabling factor for continued growth of the industry. Today BPO companies are recognizing women on board at all levels and this helps the organization to make good business sense.
Therefore BPO companies are trying to develop and involve women for higher roles and functions.
Most of the people talk about exploitation of women in call centers. Despite the physical stress, mundane nature of the job and low status of call center work, women constitute about 70 percent of the total workforce in BPO sector. According to an independent research it has been found out that women are satisfied and enjoy their work at call centers. A call center job gives them more freedom and autonomy.
Women especially in India have found out that, the wages that they earn through a BPO job help them to experience freedom and autonomy. In India the women mobility has always been controlled by men even in case of highly educated and independent women. According to a study carried on call center workers in India, it has been found that women are happy to learn new skills and have learnt to become more assertive.
The acquired call center skills ranging from soft skills like communication, interpersonal and listening skills to product knowledge and technical knowledge have given a sense of confidence in women. This helps them to deal with customers as well as society at large. However there are women who opt for call center career for short span of life while others continue to pursue their careers in call centers.
The interpersonal skills of women are now being recognized and valued in call centers. In most of the call centers, a premium is attached to women’s voice and interpersonal skills. This is because the quality of customer care jobs ultimately helps a company to gain huge profits. The exact number of women working in Indian BPO’s is not exactly known but the development of IT industry in India had a clear impact on emancipation of women.
According to the studies of village pay phones in Bangladesh, advancement of computer aided technologies and networking in India show that the household income has increased and women have a say and mobility in household matters. With introduction of communication technologies and new information the workload of every woman has increased. They have to do the unpaid household chores in addition to the paid work in the BPO industry.
There is no doubt that technology itself is gendered and is strongly shaped by the patriarchal yardstick of class and gender. Despite all these the most important issue is to restore and carry forward the empowered participation of women in the development of technology and enhance the participation of women through skills, education and creative knowledge. The Indian BPO industry has set high standards in gender inclusivity. Today women play a vital role as the part of the BPO workforce. It has been suggested that the professional skills of women needs to upgrade therefore a number of mentorship programs are being organized.
These programs help women working in BPO to have a definite career path and fulfill a certain criteria in the empowerment of women. India has the largest number of women working in BPO’sthan any other single country in the world. This can be partly attributed to the growth of BPO’s in India.
Article Author: Ivana Lewis
Article Source: http://www.articlealley.com/article_1311232_15.html
The skills that you need for good interpersonal communication differ according to the situation in which you want to communicate.
Some people find it difficult to start or continue conversations even with friends; others will need to deliver seminars and get their points across on subjects an audience is unfamiliar with; others will need to organize and communicate within a large organization, to people both above and below them in the company hierarchy as well as fellow managers on their level. That is only a small selection of the different situations in which one might need interpersonal skills.
However, whatever the situation, interpersonal communication articles will all tell you that both listening and speaking are important.
Listening skills might include:
1. Giving the other person time to speak without butting in with whatever it is that you want to say. That way you will put them at ease and you ma well learn something;
2. if you don’t let them talk you have no chance to learn from them and you are then giving a lecture, not communicating.
3. Not finishing other people’s sentences. You’re not a mind reader and so it can be seen as rather rude to finish off other people’s sentences. Let them tell you themselves.
4. Really actively listening to the person’s words so that you understand the full meaning of what they are trying to say. If you are busy wit other tasks or the TV or some other distraction, you are not listening as well as you might.
5. Maintaining a comfortable level of eye contact to put the other person at ease.
6. Adapting your body language to demonstrate that you are listening and that you really understand what is being said; for instance, making sure that you are nodding and smiling in the right places and adopting an appropriate posture.
7. Concentrating full on the moment and picking up on the mood of the person who is speaking as well as the actual words they are using.
Those listening skills will really benefit you in all your interpersonal communications, no matter what the purpose or who you are trying to communicate with. Some speaking skills are generic too, and therefore useful in all communication:
1. Speak clearly so that your words can be understood. Quite often people will be too embarrassed to ask you to repeat yourself so you need to take the responsibility for being as clear as possible.
2. Use a vocabulary that can be understood by your listeners. Interpersonal communication is about being understood; it is not about showing off how wide your vocabulary is or how many long words you know.
3. Use an appropriate pace and volume. You can’t be heard, you can’t be understood or effectively communicate anything.
4. Make your call to action clear so that your listeners know what you want them to do.
5. Check people’s understanding. Don’t probe, but you could ask questions to check your audience’s understanding, or if you feel that your audience knows you well enough and will tell you if they don’t understand anything or have a question to ask, you could invite questions.
Although interpersonal communication articles can help you through all of these basic skills and more they are are no replacement for the real thing and what you need is practice, practice, practice and hopefully you will enjoy that.
In these days when the workplace may contain people from many other countries and cultures, cross cultural training will provide many benefits. When people from different cultures have to interact and make decisions that are mutually satisfying, effective communication can be impeded by their cultural differences.
It is difficult to work out differences when you don’t know what mind-set another person has; nor do they know exactly where you are coming from. Each person comes to the workplace with certain preconceptions and beliefs about others that they may not even be aware of. We cannot help being influenced by our own culture, even if we are not aware of that influence.
Intercultural training helps us to know things about our own culture as well as the cultures of other nationalities that we may not have been aware of. Learning about how each other thinks gives us more confidence in dealing with divisive issues that may surface.
Once we can understand how another person thinks it removes barriers and allows for more open communication, which in turn builds trust. Once trust is established people can work together to make the workplace much more productive. You can use intercultural training as a means of self-analysis to see which areas of your intercommunication with others need to be improved.
An intercultural consultant can be employed to facilitate the process of working together with peoples of all nationalities. Learning about the hidden influences of other cultures gives you a greater understanding of what makes people behave the way they do.
A good intercultural consultant will also help you to develop listening skills and to understand what they hear within the broader framework of nationality. Instead of focussing on negative differences between nationalities it helps you to find common ground with which to overcome sometimes challenging cultural differences.
Author: Training Consultant
Article Source: http://www.articlealley.com/article_1549589_15.html