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 4: Work Processes and Emerging Problems in Indian Call Centres
Work Processes and Emerging Problems in Indian Call Centres
Over the last decade or so, the services sector has witnessed significant changes in the context of service delivery. Call centres (CCs), providing the benefits of cost savings and customer service efficiency have now become an integral aspect of the services sector. The existing literature highlights the existence of a number of studies related to work organisation and management of human resources in CCs operating in different parts of the world (for example, see special issue of Human Resources Management Journal, 2002; The Global Call Centre Report by Holman et al. 2007). However, most of these studies have been conducted in CCs operating in developed ...