Includes bibliographical references and index.
Introduction / Mohan Thite and Bob Russell -- An overview of the Indian contact centre industry / Catriona Wallace -- Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell -- Work processes and emerging problems in Indian call centres / Pawan Budhwar, Neeru Malhotra and Virender Singh -- Transnationalism in Indian call centres / Kiran Mirchandani -- A practitioner's perspective on the Indian info-services industry / Nandita Gurjar -- Union formation in Indian call centres / Phil Taylor ... [et al.] -- Outsourcing careers : western theories in an Indian context / Laurie Cohen, Amal El-Sawad and John Arnold -- Employment systems in call centres in the United States and India / Rosemary Batt, Virginia Doellgast and Hyunji Kwon -- Managing work and employment in Australian and Indian call centres / Bob Russell and Mohan Thite -- Strategic human resource management in outsourced call centres in India and Canada / Wendy Carroll and Terry Wagar.
India, often referred to as the 'electronic housekeeper of the world', is home to the largest number of offshored call centres. This makes it very important to understand how BPO providers in India manage their human resources. The key message from recent empirical studies on Indian call centres/BPO is that human resources are at once the greatest strength and the greatest challenge confronting this new industry. Many of these studies are, however, based more on polemics and managerial rhetoric as opposed to the systematic empirical investigation of the employment relationship. This first-of-i.
813210126X (electronic bk.) 9788132101260 (electronic bk.) 8178299321 (PB) 9788178299327 (PB)
Call centers--Personnel management.--India
Call centers--Personnel management--Cross-cultural studies.
Human capital--Management--Cross-cultural studies.
BUSINESS & ECONOMICS--Marketing--Telemarketing.
BUSINESS & ECONOMICS--Marketing--Multilevel.
BUSINESS & ECONOMICS--Mail Order.
BUSINESS & ECONOMICS--Marketing--Direct.
BUSINESS & ECONOMICS--E-Commerce--Internet Marketing.
Call centers--Personnel management.
HE8789.I4 / N49 2009eb