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).

A Practitioner's Perspective on the Indian Info-Services Industry

A practitioner's perspective on the Indian info-services industry


The purpose of this chapter is to closely examine the evolving role of human resources (HR) at Infosys BPO in light of the emerging needs of the Indian information technology enabled services–business process outsourcing (ITES-BPO) industry. The chapter also describes the innovative HR practices taken up by Infosys BPO over the period of six years since its inception in 2002, to effectively manage its people-related challenges and enable business growth.

The last six years have witnessed the Indian ITES-BPO sector growing at a phenomenal rate of 40 per cent year on year. The early entrants were the multinational corporation (MNC) subsidiaries, popularly known as the ‘captives’. What followed as the next ...

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