STRATERGIES

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• STRATERGIES
• for
• ORGANISING
• Customer Service Workers

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• Contents
• Introduction
• Unites in India
• Strategy
• Challenges
• Q A

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• Why Union for ITES ?
• Easy Money, "Cool" Working Environment
• Unhealthy Trends
• Calling for Help
• Guidance
• Will there be Sun Set?

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How Union for ITES Started !!!!!! With the
support from UNI-APRO the office accommodation
was identified from 1st July, 2004 Activities
were started. Contacting the professionals and
meeting them and explain the aims and objectives
of UNI-APRO, CBPOP the proposed union for these
professionals. Distributing the brochures UNI
Charter for Call Center UNI Charter for
Offshoring.
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Karnataka State Call Centre BPO Professionals
Association KSCBPA (to be named by All India)
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Karnataka State CBPOP Office
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• ORGANISING MEETINGS
• Meetings are classified into Major Organization
  meetings Group meetings.
• We keep having group meetings either at workplace
  or in our office.
• Details of workers is collected in membership
  forms, discussion are minuted attendance is
  noted down.
• After the Group meetings if workers are convinced
  we will have membership enrolment forms filled.
  Membership is Rs.100 (about 3 USD) Monthly
  Subscription is Rs. 50 ( About 1.5 USD)
• Then worker is invited to Major Organization
  meetings
• The details of meeting is

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1. Organization meeting on 1-10-2004 26
participants
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2. Organization meeting on 28-12-2004 22
participants.
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3. Organization meeting on 20-02-2005 16
participants. Philip Taylor, Professor, Sterling
University, Scotland, addressed the participants
interacted with the participants.
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4. Group Meeting 29-10-2004. 12 participants.
Br.Christopher Ng, Regional Secretary, UNI-APRO,
Br.Hannu, Director, SASK, Finland, Br. Marlon and
Br. Thomas John where in attendance.
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5. Group Meeting 15-03-2005. 10 participants.
6. Group Meeting 29-06-2005. 8 participants
discussion regarding formation of Call Centre
BPO union.
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7. Unanimously elected committee for Karnataka as
follows 1. President
Mr. Prithvi Raj L, C Cube Solutions 2.
Vice-President Mr. Poovaiah, Health Office
India Pvt. Ltd. 3. Secretary Mr.
Raghavan Iyengar, ICICI One Source 4. Assistant
Secretaries Ms. Lavanya, HSBC
Mr. John Crasta,
Trans Works 5. Financial Secretary Ms.
Reena T, Trans Works 6. Organizing Committee
Mr. Moses S, C Cube Solutions
Mr. Naveen Kumar M,
ADC Ms. Nirmala,
Accenture
Mr. Varun Rao , ICICI One Source
Similar activities have happened all across
India
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Karnataka Committee Members
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Committee Members Meet at CBPOP Office
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Strategy 1 Activity in association with Youth
Organizations (Blood Donation on Aug 15 Indian
Independence Day)
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Activity in MNC (Blood Donation at Accenture)
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Strategy 2 Art of Living Programme conducted for
Customer Service Workers at our office (26
Workers participated became our members too)
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Strategy 3 Interview of Art of Living Programme
Participant by B.B.C
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Strategy 4 UNITES IN MEDIA
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UNITES IN MEDIA
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Formation of UNITES at MUMBAI on 17 18th Sep.

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COMMITTEE MEMBERS President
Ms. Almas Nakhuda, SITEL - India Deputy
-President Mr. Yashovardhan Roy,
ABN-AMRO Vice-President Mr. K.K
Gopakumar, BSNL Secretary General Mr.
R.B. Karthikk Sekhar, Arthashastra Dy-Secretary
General Mr. P.P Naidu, HSBC General Treasurer
Mr. Raghavan Iyengar, ICICI One Source Dy
General Treasurer Mr. N. Jaishankar, NET4INDIA
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Strategy 5 UNITES OPERATIONAL CENTRES
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• Strategy 6
• Challenges
• Health and safety issues.
• Work pressure related issues.
• Gender inequality issues.
• Pay and incentives related issues.
• Fair chance and professional training issues.
• Employment contracts and bonds related issues.
• Responsibilities towards society and the nation.
• 8. Helping companies retain workforce.

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• Strategy 7
• Guidelines
• Health and safety.
• Work pressure.
• Gender inequality.
• Pay and incentives.
• Fair chance and professional training.
• Employment contracts and bonds.
• Responsibilities towards society and the nation.
• 8. Helping companies retain workforce.

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• Strategy 8
• Tied up with Physcological Forum to give
  counseling assistance to UNITES Members both
  Online in Person.
• Tied up with Alternative Law Forum to help UNITES
  Members to get legal help
• Presented memorandum to Haryana Labor
  Commissioner Chief Minister when they barred
  women workers working in the night as a result of
  our argument Haryana Government has revoked the
  order
• Working on bringing out a tabloid for Customer
  Service Worker (not exclusive for members)

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1. Indias 16 billion tech outsourcing sector
is growing around 30 - plus annually.
2. By 2008 the business could bring in 50
billion a year, estimates Indias software
services trade association, Nasscom.
3. The group believes as much as 30 of
corporate tech work can be outsourced, and so
far as less than 10 has been.
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4. India has 400 outsourcing companies, ranging
from tiny 25-person shop doing simple data entry
to behemoths such as 13,000-employee
Wipro-Spectramind, the back-office arm of Wipro
Ltd. 5. Wipro Infosys this year boosted wages
by 10 to 15 across the board to keep
workers from jumping ship. 6. In April, IBM
Global Services paid 150 million for New
Delhis Daksh, a call-center operator with 6,000
workers and customers around the world.
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8. Insiders say suitors are talking to 24/7
Customer, a 4,000-person call-center operator
in Bangalore funded by Californias Sequoia
Capital. 9. GE Capital International Services
(Gecis), has grown into a 430 million
giant with 17,000 employees in four
countries. 10. American Express Standard
Chartered Bank have more than 4,000
employees in India.
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11. On Oct. 30, Scandent Group, an Indian-owned
Singapore company with operations in
Bangalore, bought Cambridge Integrated
Services group, the 230 million back-office
arm of Chicago insurer Aon Corp., for an
estimated 175 million. 12. A year and a half
ago, Wipro-Spectramind got 2 of its
revenues from processing insurance claims and
providing accounting services. Today the
sector represents 15 of the companys
business.
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13. HCL Technologies Ltd. Gets 65 of its
revenues from call-center-based tech
support. 14. By 2008, forecasts McKinsey, IT
services and back-office work in India
will swell fivefold, to a 57 billion
annual export industry employing 4
million people. 15 More than half of the
Fortune 500 companies are already
outsourcing work to India.
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16. According to Forrester Research, in the
next 15 years, more than 3 million US
white-collar jobs, representing 136
billion in wages, will depart to places
like India. 17. Experts say there are about
30,000 foreigners working in India.
18. Indias forte is services which make up
60 of the U.S. economy and employ
two-thirds of its workers.
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• Financial Support
• Revenue to be generated by members subscription.
• Assistance from various donor organizations to
  organise the workforce.

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THANKS Q A