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).

Strategic Human Resource Management in Outsourced Call Centres in India and Canada

Strategic human resource management in outsourced call centres in India and Canada
WendyCarroll and TerryWagar


There has been much debate since the 1990s about the impact of outsourced call centre operations on an organisation's performance. Central to this discussion has been the decision to outsource call centre operations to various locations both within and outside of the country in which customers are being served. For example, India and Canada are among some of the top outsourcing destinations for companies in the United States (US) and the United Kingdom (UK), and each of these regions has experienced significant economic growth as a result of this trend. Although much attention has been focused on issues pertaining to ...

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