Business Process Outsourcing Unit (BPO)
Maya CARE Foundation’s Business Process Outsourcing Unit (BPO) was established in November 2021 to create meaningful employment opportunities for persons with disabilities (PWDs) in data management, customer service, and administrative roles, enabling them to lead empowered and independent lives.
By leveraging the skills and talents of PWDs, the project seeks to empower them to contribute effectively to real-world projects, fostering both individual and organizational growth. Operational efficiency and client satisfaction are central to the initiative, emphasizing delivering high-quality, timely services that meet established standards and client expectations.
In addition to maintaining high service standards, the project aims to scale operations by expanding its client base. This growth will generate additional employment opportunities for PWDs and boost revenue, ensuring the long-term sustainability of Maya CARE’s mission. BPO aspires to positively impact the lives of PWDs and the communities they serve while advancing the organization’s inclusivity, efficiency, and scalability goals.
Objectives
- Provide PWDs with the training to manage corporate processes effectively
- Generate sustainable revenue for Maya CARE
- Establishing long-term income for Maya CARE Foundation through outsourced projects handled by trained PWDs.
Goals
- Aim to employ at least 150 persons with disabilities (PWDs) in Business Process Management (BPM) roles within the next two years.
- Foster and grow a resilient, PWD-led workforce that aligns with Maya CARE’s mission to empower individuals with disabilities.
- Empower PWD to contribute meaningfully to organizational goal.
- Create workflows that facilitate skill building and learning in BPM.
Leadership Team
Sandhya Atram
Project Manager
Sandhya Atram, a postgraduate in Arts from Nagpur University and a proficient graphic designer, has overcome significant physical challenges due to her congenital disability. Despite her bones not growing, Sandhya has made remarkable contributions from her wheelchair in Chandrapur. At Maya CARE, she orchestrated the vaccination of 1200 elderly individuals, leading a diverse team with various disabilities. She also manages Maya CARE UK operations and coordinates five BPM projects. Sandhya independently managed the translation of Dr. Mary Groves Rowe's movies into 16 international languages. In addition to her professional responsibilities, she has admirably assumed the duties of her family following her father's demise.
Arijit Ghoshal
Project Leader
Arijit, a distinguished Arts graduate from Burdwan University, resides in the vibrant city of Kolkata, where his journey has been inspiring. Despite the challenges posed by a spinal cord injury, Arijit exemplifies remarkable resilience and determination. For the past two years, he has been a dedicated BPO Project Leader at Maya CARE, where his unwavering commitment to excellence shines through in every aspect of his work. Beyond managing intricate project tasks, Arijit takes on the crucial responsibility of addressing client queries with utmost professionalism, while also providing invaluable guidance and support to his team members.
Value Proposition
To enable your company to provide cost-effective, high-quality service through outsourcing routine operational work. Maya CARE can deliver the same KPIs as any other service provider while helping PwDs become self-reliant and find a sense of purpose. Maya Care can provide a large array of outsourcing work across business functions.
Infrastructure to deliver project outcome
- All software/hardware required for a specific project is to be provided by the client company to the PwDs.
- All Maya CARE PwDs possess personal Smartphones
- All Maya CARE PwDs will necessarily have to Work From Home only and make themselves available for conference calls/interaction with colleagues as needed.
Types of projects/work to be undertaken
(Actual work allocation will depend on the type and severity of disability and will be Maya CARE’s internal decision)
- All generic Back-Office Operations
- Data Maintenance and Curation including Data Entry/Collation/Validation/Cleaning
- Answering Inbound Customer Calls/Emails/Helplines
- Query resolution based on the following Templates/Process Document
- Outbound calls to Validate Information (NOT SALES)
- Basic coordination which involves passing on Information/Filling Out Forms/Updating Software
- Offer Helpline Services in all Indian Languages
- Searching for CVs, Screening them, and Engaging with Candidates in a prescribed format.
- Any other work that involves speaking on the phone or working on basic (non-technical/Software Coding) tasks.
- Customer Relationship Management (CRM)
- Virtual Assistance including setting up Meetings/Assistance with Zoom/MS Teams
- Assisting HR in activities across the HR lifecycle
- Assisting Marketing/Sales in sending out Emails/Calls/Collating Data for Campaigns
- Assisting Business in Admin/Project Coordination Activities
Maya CARE will undertake generic training of PwDs once the project expectations are conveyed.
Successfully partnered with leading organizations
ICICI Lombard CSR
Project: Back office work motor insurance
ICICI Marketing Project
Project: Data Maintenance
Waycool
Project: Employee assistance helpdesk with multi-lingual support
Shaip: AI
Project: Transcript, Voice Recording
Persistent Systems
Project: Virtual assistance
Mahika
Project: Outbound calling by an all women team
Anarde Foundation
Project: Data capturing of Clean Drinking Water & Women Empowerment SHG
ISS Facility Services
Project: Employee Stress Management helpdesk with multi-lingual support
The Unbreakable Star Sandhya Atram
BPM Candidates Testimonials
My name is Jahirmahammad Since joining Maya Care, I am a visually impaired person, I have primarily worked on BPM projects. Over the past 20 months, I have received invaluable guidance and support from Sandhya Ma'am and Arijit sir, which has helped me grow professionally. Working here has also provided me with financial stability, for which I am grateful.
Jahirmahammad - Project Coordinator in BPM
For the past three years, I’ve worked with the Maya CARE Foundation, supporting the elderly and people with disabilities. During this time, I contributed to impactful projects like WayCool and ISS4You, under the guidance of my team leader, Sandhya Atram, whose support helped me overcome challenges and grow.
Rizwana Sharif - Huntingline Executive for BPM
My name is Vasanta Kattimani from Belgaum, Karnataka, and despite being locomotive disabled, my family’s support has made me feel independent. I graduated in Arts from Normal College and always managed my work alongside my studies.
However, my luck changed when I attended a job fair and learned about the Maya CARE Foundation. It felt like a new beginning, and I was immediately drawn to their mission and programs. In 2022, I joined Maya CARE Foundation, where I received three months of training. I then worked on their placement project for a few months, focusing on data entry and LinkedIn tasks. This experience helped me grow both personally and professionally, thanks to the support of my colleagues and seniors.
In the beginning of my career, I worked part-time as a data entry operator at a hospital but lost my job during the COVID-19 pandemic. I felt lost and discouraged, thinking my disability was a barrier to success. However, with support from my colleagues and seniors, I grew both personally and professionally. I later joined BPM Persistent Systems as a Persistent Virtual Assistant (PVA) Team Coordinator, where I’ve been for 22 months. My role includes managing client calls, organizing meetings, and coordinating with clients and my team. This job has made me more self-confident and financially independent. I'm grateful for the support I received and proud of my progress, looking forward to making a meaningful impact in the future.
Thank you for taking the time to read my journey. I hope it inspires others who may be facing similar obstacles to never give up and always strive for growth and success.
I wanted to take a moment to sincerely thank you for all the support, guidance, and encouragement My TL Arijit sir & my TM Sandhya Ma'am provided me during my time working with the team. Arijit sir & Sandhya Ma'am's leadership has been invaluable in helping me grow both professionally and personally.
Vasanta Kattimani - Project Coordinator in BPM
My name is Bharti, and I am from Ahmedabad, Gujarat. I have a locomotive disability and use a wheelchair. I have been working with Maya Care for a year. Since I started working at Maya Care, I feel that we can all work just like anyone else. I have received great support from Arijit Sir, who has been very helpful and supportive. Sandhya Mam also provides me with excellent support.
Bharati - Project Coordinator, Anarde Foundation
When I joined Maya Care, I was very fearful because I didn't know how to communicate effectively with clients. I had the language skills, but speaking with them was a real challenge. At that time, I approached Sandhya Mam and expressed my interest in joining the BPM project. Although I didn't know how to handle it, my only goal was to increase my hours so I could earn more money. However, after joining the project, I learned how to interact with clients, thanks to Sandhya Mam. She patiently taught me how to communicate with clients gently and effectively.
The BPM project has been more than just about dealing with clients. It has been a significant learning experience for me, helping me become more social and open to the public. I am deeply grateful to both Sandhya Mam and Arijeeth Sir for their invaluable guidance and support. Another valuable experience I gained was learning how to use LinkedIn.
Thanks to the BPM project, I was able to explore LinkedIn, which opened up a whole new world for me. Through this, I realized that technology is a vital lifeline for people with disabilities.
Annmary - Client Support Representative BPO Project Visual Impaired
Hi, I am Meet Soni from Modasa, Gujarat. I connected with Maya CARE 8 months ago. Firstly I took training and after that, I got work from Sandhya Madam (BPO Head), which was BPM-type work of Anarde Foundation. At that time I was fresher and didn't know how to work, So Sandhya Madam gave me proper support to do this work. After this Arijit sir gave me another opportunity for the same project. So in the end, I'm thankful to you for giving me this opportunity & I hope you will give me a better opportunity in the future.
Meet Soni - Project coordinator, Locomotive Anarde Foundation