The Hindu Business Line : On call round the clock

Little job security, late night shifts, sharp deadlines and zero social life. But who's complaining? The pay packet is worth all this, say those working in IT-enabled industries.

As the heady years of the dotcom boom tapered off over the last two years, select streams of the IT-enabled industries continued their steady growth. And today, they are on the upsurge empowering thousands of IT-enabled careers across the country. The firms riding this crest of growth include call centres, medical transcription firms and data harvesting/conversion companies — to name a few.

In large part, this clutch of IT-enabled companies has bypassed the dotcom slump to create a steady, resurgent market for quality global services in India. No longer do these teams need to operate out of networked offices in New York or London. Economies of scale and ergonomics driven by common sense ensure that these services are outsourced through thousands of companies, which are found in increasing numbers in the metros across India.

In a subtle irony not noticed by many, it is indeed true that in India where hospitality and gentle manners are a tradition, IT-enabled centres are today a way of life. But what does this translate into, for thousands of IT-professionals?

The IT industry empowered lifestyles when it touched the Indian shores and made them trendier too. Pay cheques became bigger. Job profiles became glossier. And, work hours became more global.

Today, a stream of dynamic IT specialisations work to complete the global village picture. Riding the new resurgence of growth are three distinct streams of the IT Industry — Data Harvesting, Call Centres and Medical Transcription services.

Leading the roster of the most dynamic IT-enabled industries are call centres. At present, they form the most active segment of this sector. Thousands of professionals working in teams work around the clock, across time zones, making market pitches to potential customers across the globe. The job description is a challenging one. Apart from the tight schedules kept round the clock, it also involves acquainting oneself with global accents, while understanding the products and services being sold.

The second most significant stream is the varied area of Medical Transcription. In part, it involves transcribing the relevant data and latest advances in medicine and making it accessible to medical practitioners across the world. A more recent stream of IT-enabled specialisation is Data Harvesting/Conversion. This involves the process of converting books into e-books and textual information into XML formats.

Says Karthik Karunakaran of String Infotech, a Chennai-headquartered data harvesting/conversion firm, "From a global perspective, India has reached international standards in the realm of IT-enabled industries. However, there is a constant pressure to push oneself to stay ahead in this intensely competitive field."

For Elana Devadason, who works for a Chennai- based call centre, life in the IT-enabled industries is strenuous but exciting. Long working hours, shifts, a sharp intellect, a focused mind and a cheerful willingness to do various shifts, marked by long working hours are integral to the job. "In an ideal environment," she points out, "more people are comfortable asking for information and are, therefore, pleased with the results they get."

Again, Priya John works as a medical transcriptionist and says that she constantly needs to push herself to achieve the targets and meet deadlines. Often she misses out holidays and weekends, especially when the work pressure increases. Night shifts, working weekends and erratic schedules have become a part and parcel of her life.

So, who is the ideal job-fit for a slot in the IT-enabled industry? For a start, an average college student with good communication skills could land a good job. It always helps to be in your early twenties, as you are in a better position to take on the rigours of the workplace. And, often the trick is to make yourself indispensable.

Priya John sums up the sentiment of many youngsters working in this industry when she says: "It's a tough job, but it is worth the money I make."

Late night shifts. The gritty reality of 24/7/365 work schedules. Constant deadlines. Low job security. And, zero social life. But who's complaining? It's all part and parcel of the new demand for professionals in the IT-enabled industry.

And, as hard as it is to believe, the dotcom lure lives on, through these specialisations. This writer knows at least one architect and dentist who gave up their careers to take up positions in the IT-enabled industries.

Karthik Karunakaran of String Infotek believes that the future of the IT enabled industries is secure, thanks to India's firmly established niche in the global front. "Quality-wise, India serves as a benchmark for the rest of the world." He stresses, pointing out that India is quickly becoming the global `destination of paper-related work'.

In the meantime, for the professional caught up in the whirl of the IT-enabled work schedule, it is business as usual.

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