1 Profile of Frontline Employees Interviewed Respondent Sex Age Degree Position/Role Years Years Company Back Sector Work /Tasks Market in Co. in BPO Type Office/Call Centre Pune 1 F 26 PGDM Team Lead - (recent) 3 4 US/India BO FS Administration Quality US – (Finance) Management) Joint reporting to Clients Venture Pune 2 M 27 PGDM Deputy Manager 2 5 US MNC BO Integrated Asset Mgmt. Services US (Finance) (Operations Support) IT & Business Services Pune 3 M 37 M.Com Financial Analyst n/a 8 Worked BO FS Customer Services UK (currently an with Indian entrepreneur) and Global Third-party Service Providers Pune 4 M 25 MBA Senior Process 2.5 2.5 KPO US BO Insurance Insurance Processing US and UK – Associate Captive Brokerage and Risk Pune 5 F 24 MCA Customer Support 1.5 3 US MNC CC Technical Support US (Masters in Executive Computer Application) Pune 6 F 29 MBA (Mktg.) Process Executive n/a 1.5 Worked for BO Telecom Business Support UK Indian Third Party Service Provider Gurgaon 1 F 26 B.Com Quality Evaluator 3 3 Global CC Telecom, Customer Services US – (Floor Management) Third-party Healthcare, Billing and Technical Service IT Support Provider Gurgaon 2 F 27 PGDBM (HR) Human Resource 3 5 Global CC n/a HR People support US – Business Partner Third-party function (Floor Management) Service Provider Gurgaon 3 M 27 Network Claims Associate 2 5 US Captive BO Medical Insurance Claims US Engineer Insurance Processing Gurgaon 4 M 26 BA Claims Associate 2 4.5 US Captive BO Medical Insurance Claims US Insurance Processing Delhi1 M 25 Diploma Customer Support 2 2 party CC Retail, Customer Services Domestic Software Service Technical Engineer Provider Support Noida 1 F 28 B.Sc Customer Support n/a 3.5 Indian BO and CC Customer Services US Executive Service Provider & Tech US Captive support Indian Noida 2 M 28 B.Com Team Lead n/a Third-party BO and CC Telecom Customer Services UK Service Provider
Respondent Sex Age Degree Position/Role Years in Co. Years in BPO Company Type Back Office/Call Centre Sector Work /Tasks Market Pune 1 F 26 PGDM (Finance) Team Lead - (recent) Management) 3 4 US/India Joint Venture BO FS Administration – Quality reporting to Clients US Pune 2 M 27 PGDM (Finance) Deputy Manager (Operations Support) 2 5 US MNC BO Integrated IT & Business Services Asset Mgmt. Services US Pune 3 M 37 M.Com Financial Analyst (currently an entrepreneur) n/a 8 Worked with Indian and Global Third-party Service Providers BO FS Customer Services UK Pune 4 M 25 MBA Senior Process Associate 2.5 2.5 KPO – US Captive BO Insurance Brokerage and Risk Insurance Processing US and UK Pune 5 F 24 MCA (Masters in Computer Application) Customer Support Executive 1.5 3 US MNC CC Technical Support US Pune 6 F 29 MBA (Mktg.) Process Executive n/a 1.5 Worked for Indian Third Party Service Provider BO Telecom Business Support UK Gurgaon 1 F 26 B.Com Quality Evaluator (Floor Management) 3 3 Global Third-party Service Provider CC Telecom, Healthcare, IT Customer Services – Billing and Technical Support US Gurgaon 2 F 27 PGDBM (HR) Human Resource Business Partner (Floor Management) 3 5 Global Third-party Service Provider CC n/a HR – People support function US Gurgaon 3 M 27 Network Engineer Claims Associate 2 5 US Captive BO Medical Insurance Insurance Claims Processing US Gurgaon 4 M 26 BA Claims Associate 2 4.5 US Captive BO Medical Insurance Insurance Claims Processing US Delhi1 M 25 Diploma Software Engineer Customer Support 2 2 party Service Provider CC Retail, Technical Support Customer Services Domestic Noida 1 F 28 B.Sc Customer Support Executive n/a 3.5 Indian Service Provider & US Captive BO and CC Tech support Customer Services US Noida 2 M 28 B.Com Team Lead n/a Indian Third-party Service Provider BO and CC Telecom Customer Services UK 1 Profile of Frontline Employees Interviewed
ILPC2014paper-ILPC%202014%20Paper_20140331_113718.docx