The Next Available Operator: Managing Human Resources in the Indian Business Process Outsourcing Industry discusses managing people in the Indian call centre/ BPO sector. It features empirical research and conceptual advances, presented by well-known academics and researchers from around the world and captures the voices of key stakeholders. Apart from covering key individual aspects of human resource management in Indian call centres, such as work organization and employee attrition, it also provides a comparative perspective from call centres in the USA, UK, Canada and Australia.
The research data presented in the book offers fresh perspectives on call centres within a globalised business and work environment. It includes large scale employee survey results that help unearth the fundamental forces behind attraction and retention challenges threatening the future viability of global outsourcing strategies.
The editors present diversity of theoretical paradigms, methodological approaches and, ‘voices’ from the field. The book is a useful compendium of cutting-edge work on the HRM issues, challenges and strategies in the Indian call centre industry. It aims to deepen the reader's understanding of managing human resources in a new and fast growing industry (info services) and in a new context (off-shoring).
Chapter 10: Managing Work and Employment in Australian and Indian Call Centres
Managing Work and Employment in Australian and Indian Call Centres
As various contributions to this collection suggest, there are considerable differences regarding the effects and likely outcomes associated with the practice of business process outsourcing (BPO). From the receiving end of countries such as India, different positions have been mapped out that deal with the nature of the work that is being exported, the likely effects of this employment on the workforces that take it up and on the grander societal effects on host economies. From the employment-exporting zones, debate has flared up as to the costs and benefits of BPO and how they are distributed. Naturally, these are two sides of the one ...