Issue with management plocies
Sajid Husain
(Querist) 29 July 2013
This query is : Open
Respected Sir/Madam,
I am working in a BPO named Sutherland Global Service located at Malad Mumbai from past 3.6 years. I take calls to resolve customers technical issues related to their computer (laptop/Desktop) and accordingly we get surveys either a Satisfied customer (CSat) or Dissatisfied Customer (Dsat) and accordingly we get incentives if we meet the targets, there are several other parameters also.
The Problem is, I have seen a trend in process that they keep changing those parameters and I have no issues with them I try hard to achieve them but there something Control able or Non control able CSats or DSats, if one is getting the Dsat let it be control able or non control able it affects his score and he looses incentive but if its not even his fault and he already took hit on his incentives the is it fair to give him a PIP (Performance Improvement Plan and if you get 3 PIPs you are out of the company) and are BPOs allowed to make these changes ? Because if they come up with a rule like if you get a CSat then you won’t get a month's salary then what? I work for Sutherland but I need to follow Sutherland's and even Dell's rules coz it’s Dell Process. But what happens if company is not fulfilling Clients need because of any reason so they put the blames on Representatives and shows their client that they are taking action against the non performing employees and to improve their skills they are putting them into PIPs and training (client pays for Training) if someone is not clearing that will be asked to leave the company however its not employees fault coz they set the parameters like that.
In my case my monthly and yearly scores are excellent (4.2 out of 5 last year and 4.6 out of 5 this year) but they pick certain date and where your scores are below targets and take action against you. However for me my monthly scores should be good to get incentives and yearly scores should be good for appraisal.
So I am undergoing such situation and I am sure I can clear PIP and get Csat coz I know how to handle customers but I don’t think I can do anything about company if they don’t want me to grow coz they are being allowed by Government to make changes to cut their employees Salary and not allowing them to grow. When an year completes they come with new ideas that company is not making profit so appraisal cant be done or that particular process dint make profit so there will be very small increment in annual salary.
Its not only my problem its the problem of at least 90% BPO employees but they do not speak and there is no union also and if you try to raise your voice you will be out of company coz after all its management you are fighting to.
When it comes to incentive or bonus it’s understood but when it comes to your Job, Salary and Appraisal there should be something strong to fight against company's false reasons.
Its not like I do not make mistakes but they are not able to find one coz they cant listen to all calls taken by me, and they cant prove me wrong for 2 DSats I got coz it was fault in their system coz they cant resolve customers issue and customer filled the survey against them but to show Dell they are putting blame on me and asking me to sign PIP. I just need your advice what to do? and I Have gone through several forums and found experts advice to solve the issue talking to HR or managers, negotiate and all but just to let you know I can do that but my heart is not able to accept the mistake which wasn’t done by me.
Thanks and Regards,
Sajid Husain
