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 2: An Overview of the Indian Contact Centre Industry
An Overview of the Indian Contact Centre Industry
In January 2007, we touched down at Bangalore Airport. As a regional analyst for the contact centre and BPO industries, this was my third trip to India in the past six months. This time, however, I was accompanied by three executives from the Unites States (US), visiting India for the first time to conduct the regional launch of their voice and data recording software for contact centres. As my guests emerged from the airport, they were first hit by the hot and humid night air, then the constant sound of car horns honking, and finally stood staring unbelievingly into the swarming sea of brown faces and cars. Their look of ...