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).

Union Formation in Indian Call Centres

Union formation in Indian call centres
PhilTaylor, PremillaD'Cruz, ErnestoNoronha and DoraScholarios

Introduction

The ‘globalisation’ of business services facilitated by information and consultation technologies has accelerated at breathtaking pace. The relocation of interactive service work and an expanding range of back-office processes from the so-called developed countries of the global north to the developing countries of the global south increasingly constitutes a core element in corporate strategies. The widespread usage of the term global service delivery reflects the transformative role played by transnational corporations (TNCs) and the intervention of states in extending the reach of capital accumulation and in re-configuring service supply chains to multiple geographies. In this rapidly unfolding global landscape where, amongst others, the Philippines, South Africa, Latin American and east ...

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