I could not help but laugh when I read the news on the possibility of screening BPO employees for HIV during recruitments. What is funnier is that this has been recommended as a part of maintaining a healthy environment within BPOs.

I have been a part of the BPO industry in India — let me share some personal encounters with you and leave you to decide what you think of the HIV test proposal.

Bio Breaks Monitored. If agents want to take a break to go to the washroom, they have to let their supervisors know that they are taking a “bio-break” (that’s what they called in my ex-organization). Then depending on the call flow, the supervisor will give a certain amount of time (which never exceeds 5 minutes) to go, and sometimes (which is most of the times) he will ask you to hold on until the call flow reduces. Btw, managers often call agents with a list of “bio-breaks” that they have taken, and ask why they have exceeded the allotted time.
FYI – No bio breaks is against Indian Labor Law

Sneezing Not Allowed. If agents need to sneeze or cough when on a call, they are practically forced to hold on to it. If they hit the mute button, the quality analysts cut their marks on performance; and if they sneeze during the call, the voice and accent trainers lower their grades.
Bottomline: Agents end up losing money as these grades define their overall performance bonus.

Late Because of Office Transport Brings in a Black Point. Agents are picked and dropped from home for free; but this can sometimes cost them their entire bonus. If the “office cab” brings them to office late, it goes as a black mark against them.
Bottomline: This affects their performance rating.

Working With Minimum Breaks. Agents are allowed only a fixed number of breaks at fixed timings, which are taken away incase of high call flow. So they are practically tied to their seats with headsets, and continuously talk for hours without a break.
FYI – working without breaks is against Indian Labor Law

I have a few more to share, but nothing beats these. Those who can bear these issues are the future of the BPOs, and for those who can’t, these serve as a driving force to excel in another industry.