Bpo In Prison Houses!

When word on this broke out, there were skeptical sighs all over

. The questions ranged from when to how to why! Cutting across the maze of uncertainty, this one is true news. BPO firms will now be operating from prison houses. The prison inmates will double up as call center agents. They will be receiving and making calls to customers. In short, they will do all that you expect from agents working in the inbound call center team and outbound call center as well. Add to these the back office functions and you can expect a full-fledged business outsourcing firm in the confines of the prison.

The BPO firm based in Bangalore, India, that initiated this move has no precedence in the Asia-Pacific market. However, if you consider the call center units in America, this was done way back in 2002. Amid much hesitation, prison mates were allowed to man phones and answer calls. It evolved over the years. Now the prison mates can earn as much as 92 cents per hour for receiving calls. This is not really a great sum of money, but when you compare them to what they could have earned otherwise then its definitely a princely sum. For the business outsourcing firms which make use of prison inmates to get answering service work done, this one cuts cost as well. In fact, this is a healthy alternative to outsource work to offshore call center destinations.

The move has not been free from its share of detractors. There were plenty who were cynical about allowing prisoners to have access to data that is a private asset for the customers. The BPO centers which outsourced the work made it clear that no sensitive data was being made available to the call center agents. They are briefed with as little information as possible to work on a project. They were also assured that criminals who were convicted on charges of fraud were not allowed to work on the project. The final deal was that no caller would be notified that the customer service department of the company was actually being manned by prisoners! Initiatives are fine but when it comes to protecting brand values, prejudices can prove fatal.

There are social implications of the move as well, if you like to think of it that way. Ethically speaking, prisons are opportunities for the prisoners to make a better life out of themselves. With some meaningful work to do, the inmates will definitely find their time to be more productive. In fact, when they get out, they can use this experience to find work in the BPO sector. There is nothing like work experience when it comes to finding new jobs, especially in the call center industry. This move, if executed properly and then imitated by other answering service concerns, could be exactly what the doctor ordered for prisons and the unfortunate inhabitants there. Surely every one deserves a second chance and if that comes through business outsourcing work, no one should see harm in that.

by: Ivana Lewis

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