Nov 04, 2021 08:57 PM
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Hello Friends,
In this article I am going the review the Tech Mahindra Ltd(BPO). This review is based on my personal experience while working for Tech Mahindra Ltd BPO.
I worked for Tech M(BPO) for around 2 months. I was hired for the CRED process.
Let us first talk about the interview process. There were 4 rounds of interview, including one client round. As it was a BPO job, so all the rounds were aimed at checking the Verbal and written English communication of the candidate.
I joined with around 25-30 candidates. A Letter of intent was emailed to us. After, joining there was a class room training for few days and after that On Job Training for few days. We needed to clear a test after Class room training and if the test was cleared then only we would go for the On Job Training. Even after the On Job Training we needed to clear a test and if that test was cleared then only we would go to the Job floor. Once we reached to the Job floor an Offer Letter was provided to us.
During the Training period we were on stipend. And the salary as per offer letter was applicable from the day we landed on the Job floor.
Pros of the Company:
1) Proper documents are provided by the company. Documents like: Letter of Intent, Offer Letter, Salary Slips, Reliving letter, Experience letter, Full and Final settlement letter, Income tax computation letter.
2) Medical insurance is provided by the company.
3) Free parking is available inside the premises of the company.
4) Good cafeteria is available with breakfast and lunch facility inside the premises of the company.
Cons of the company:
1) The most senseless hiring and firing process I observed in Tech M BPO. They will fire 90% of the candidates with 2 to 3 months on the floor and then they will hire the fresh candidates. And that is why my batch was the 25th Batch of the process and while my two months on the floor 7 more batches joined.
They term your 1st day to 30the day on the floor as'0 to 30' and during that period they will ignore all your mistakes.
However, once your 0 to 30 period is over. They will give you only 2 chances. Let me explain to you how. There is quality team who will analyze all those tickets in which customer has given a dissatisfaction(Dsat). After the analysis they will declare that the Dsat is due to one of the below reasons:
Customer inability to understand(Cutomer)
Due to Process Limitation(Process)
Due to the Technology Limitation(Technology)
Due to the Agent Error
Now if the Dsat is due to'Agent Error'. The'L1' is issued to you. It is a'Level One Waring Letter'. On the second'Agent Error' they will issue you'Level Two Waring Letter'(L2). One more'Agent Error' after that and you are out of the company. Some times if they think that the agent error is severe hen hey can assign you L2 directly.
Now the pathetic part is this that most of the times the customer gives the Dsat because of some issue with product or services but it is blamed as'Agent Error'. Now you must be wondering how is it done. Let me explain to you. Suppose the customer is not satisfied with some feature of the product and that is why it has given the Dsat. Now the quality team will attribute this to Agent by finding any grammatical or spelling error in the mail sent by the agent. I would be clear that the customer is not giving the Dsat because of that spelling mistake. the most. So, the most senseless way to measure the performance of an Agent.
Even it is senseless to fire the agent just after 3 errors. Which are inevitable thanks to the process follow by the quality team.
Now comes the HR support. HR does not exist for the Agents. It is only for the Team Lead and above level. If the agents have any HR related issue they need to go to the HR trough their team lead. That is pathetic. No other company follows this kind of procedure.
Overall, TechM(BPO) needs to work a lot on the Agent level. Specifically on the employee retention, performance measurement procedure and HR interaction.
