EDITION 2004
7/1/04 23:15
(continously under construction)
  knowbotic research and Rajele Jain: collaborative project on women and technology /gaming plattform for IT managment people/  project_phase_I
Project:
Headline 01/16/2003:
Monica Narula Links:
Do you want participate on the Brain Drain?

im-Migrate!
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CONTACT uS AND BE PART OF THE TRAIL RUN!




http://www.humancapitalsoftwaresolutions.com/
THE INDUSTRY Good news: The call center industry in India is emerging as one of the largest human resources employer in the country. With the industry doubling in size every couple of months and analysts predicting a turnover of $3.7bn by 2008, India is set to become the call centre capital of the world. THE PROBLEM The shortage of rudimentary training tools is proving to be a severe hindrance to the industry’s development. Inadequate communication, Indian accents and cultural behaviour patterns are leading to a critical failure to link corporate objectives with their agents. THE RESULT Agents are unable to meet customers' increasing demands for superior service and thousands of customer interactions go bad everyday, posing a serious threat to an organization's financial well-being. THE SOLUTION A fundamental reassessment of the training tools available on the market. The key to leveraging this critical link between an executive's strategic vision and the reality of his/her customers' experience is to view agents as a strategic company asset, one worth investing in. Training is critical. As one industry Stalwart points out, it is imperative not just for the industry, but for the country. “Where are we going to find the million people for the much touted $17 billion industry? My firm belief is that vocational training has to be integrated in the secondary school level.”
WHY HUMAN CAPITAL DEVELOPMENT To ensure the best customer experience, companies must provide their service representatives with the right tools. Imporving agents customer contact skills not only improves employee self esteem but can provide organizations with a significant competitive differentiator. In order to make sure you maximise your return on human capital assets , we provide a dynamic software solution that trains agents strategically, transforming local talent into global skill.


Human Capital development vers.01 is an integrated software package that functions as a training tool for agentsl. With an intuitive easy-to-navigate interface, the software simulates the call center conversation, prompting the agent to respond to pre-recorded client queries, by entering pre-recorded responses onto a time line, much as in the real life scenario. These responses have been individually tailored, collected from 'post training' agents already au fait with using corporate identity, expected terminology and business dialogue script effectively. Human capital development will aid call center agents with following ciritcal customer contact skills learning how americans speak, learning how to speak like an american learning how americans think, learning what is important to americans, learning how best to get americans to respond in the desired way.

Headline 11/8/2001:

… This conversation arises from a recognition that cyberspace has suddenly posed strange and new questions even within those of us who live at it's farthest frontier, for whom connectivity and access to computers, and to the space they create between them, is not an easy dial-up option. We share computers, and e-mail accounts, and navigate the private spaces that we have created within our computer. We come from a situation where the scarcity of computers, the cussedness of phone lines, the fluctuating voltage and the simultaneous rush to be on a machine so as not to be rudderless in the world demands that several people share the same machine. At one time we were seventeen people logging on with the same ID. We are not mere cyborgs; we are evolving constellations of cyborgs. This makes for a proximity that is not unlike looking into each other's cupboards, and closets, catching the whiff of intimate traces of thought and feeling. This has made us look at each other and at ourselves in a new way. We, as a man, and as a woman, are beginning to ask of each other the question "What is the ground we stand on?" What are the conscious and unconscious flows of sensory and extra-sensory data between our bodies and minds, and within our common machines that shape our changing - neither binary nor unitary - natures. (Monica Narula)
full article   archive


other advised books		 I think you should get your hands on The Atlas of Men and Women in India. It is extremely useful to understand the kind of work that women do in India.
List of Articles on Computer and IT Industry and Women Workers/Occupational Health
List of Articles etc. on the impact of labour involving semiconductors in the IT industry on the reproductive health of women workers
Communities & Workers Beware
Wounded Workers: The Politics of Musculoskeletal Injuries Penny Kome
from University of Toronto Press, Fall 1998
Women WOrkers in Indian IT industry
"The information technology revolution: Widening or bridging gender gaps?"International Labour Organization Report
Women encounter technology: Changing Patterns of Employment in the Third World Edited by Swasti Mitter and Sheila Rowbotham (available online)
includes - Computerization and women's employment in India's banking sector
Working Coditions inside Telephone Call Centres
TELEPHONE CALL CENTRES EXPAND WORLDWIDE
A well recongnized authority on Women ,Technology, IT Industry and
Globalisations is Professor Swasti Mitter. Theres a brief but useful summary of the wage differentials between men and women workers  in IT and Telecom industries  by Professor Mitter.
The Office of Women in Development of the United States Agency for International Development (USAID) invites you to read the newly released report, "Gender, Information Technology, and Developing Countries: An Analytic Study," by Nancy Hafkin and Nancy Taggart.


 

 

 

 
 
From our Collaborator Rajele Jain:
".....Das vorherrschende Anliegen ist aber dort - in auffallendem Gegensatz zu dem modernen westlichen Philosophen - nicht die Information, sondern die Transformation: eine grundlegende Wandlung der Natur des Menschen, wodurch er ein neues Verständnis sowohl für die Außenwelt wie für sein eigenes Dasein gewinnt; eine so gründliche Wandlung, daß sie, wenn sie gelingt, einer völligen Bekehrung oder Wiedergeburt gleichkommt." (Zimmer 20)
full commentary   archive
preparation phase / in contact now:
Divya VIDEOtoday Sapna Radha
Poornima  
Statements:

What is India doing about the brain-drain of IT professionals to the West? 		Pramod Mahajan: Brain-drain is always discussed in our country. But today the brain-drain of the 60's or the 70's is paying us back by giving a reverse brain-drain. These are the same people who were cursed to the level of calling them traitors, they have created a name not only for themselves but for India in the IT sector today. IT has almost become a brand name for India and we will have to thank the same brain-drain for that. We are a democratic country and we have no intention to regulate the outward immigration, though legally we can. By the way, IT is a locationless industry. It's not important where you work, it's more important where you pay. And even if we get a portion of their earnings, I don't know where they are.
full article  
Die mit der Green Card indirekt thematisierten Politikfelder Einwanderungspolitik, Generationengerechtigkeit und Bildungspolitik müssen jetzt gleichermaßen Beachtung finden. Dass im Bundesministerium für Bildung und Forschung gegenwärtig über ein 2 Milliarden Sonderprogramm zur Medienbildung nachgedacht wird, stimmt hoffnungsvoll ebenso wie die Idee, einen Teil der Sondereinnahmen aus der Versteigerung von Mobilfunklizenzen in dieser Hinsicht Zweck zu binden. Die Chancen für ein Umdenken und Umlenken stehen jedenfalls nicht schlecht. In den kommenden 10 Jahren werden 60 Prozent des Lehrpersonals an den Schulen ausgetauscht. Die neuen Pädagogen werden gegenwärtig an den Hochschulen ausgebildet und müssen quer durch alle Fächer mit den Optionen der Neuen Medien vertraut gemacht werden, wenn das gegenwärtige Defizit mittelfristig aus eigener Kraft kompensiert werden soll. Vielleicht sind die vielbeschworenen Inder an Universitäten sogar besser platziert als in den Unternehmen, sie sprechen englisch und können programmieren.
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Eike Hebecker befragt auf den Aufruf "Kinder statt Inder"