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).

Employment Systems in Call Centres in the United States and India

Employment systems in call centres in the United States and India
RosemaryBatt, VirginiaDoellgast and HyunjiKwon

The explosive growth of call centres in India has gained widespread attention because of its potential impact on employment in the United States (US) and other advanced economies. Media accounts report that Indian operations are more likely to use college-educated workers while paying one-tenth of US wages. Some argue that these advantages may allow Indian centres to outcompete US centres on both cost and quality (see Dossani and Kenney 2004). Nonetheless, complaints about poor quality and security, as well as consumer backlash, have led some firms to pull out of India, while leaders in the offshoring business such as General Electric ...

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