India Intelligence Report

NCW Guidelines for Call Centers


The National Commission for Women (NCW) has issued guidelines for call centers around the country regarding the safety of women coming and going to their place of work. The NCW was spurred into action by the recent gruesome rape and murder of a female employee of a business process outsourcing (BPO) company in Bangalore. Women form 40% of the BPO/call center workforce who often have to work night-shifts. Usually, they are picked and dropped off by their employers in rented taxis. While employers verify the antecedents of their staff, scant attention is paid to those of their drivers. These guidelines require employers to investigate and verify the background of their drivers, schedule pick ups so that women are not the first or last to be picked up, provide tracking mechanisms in taxis, communication gadgets in vehicles, and emergency hooters that can be operated from the back. The NCW said that these guidelines will become part of the Factories Act. 

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