The next available operator : managing human resources in Indian business process outsourcing industry / edited by Mohan Thite and Bob Russell.

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Material type: Text

TextPublication details: New Delhi, India : Response Books ; Thousand Oaks, Calif. : Sage Publications, 2009.Description: 1 online resource (xiii, 316 pages) : illustrationsContent type:

text

Media type:

computer

Carrier type:

online resource

ISBN:

813210126X
9788132101260
8178299321
9788178299327
9788132111993
8132111990

Subject(s): Genre/Form:

Additional physical formats: Print version:: Next available operator.DDC classification:

658.8/72 22

LOC classification:

HE8789.I4 N49 2009eb

Online resources:

Click here to access online

Contents:

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 [and others] -- 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.

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digitized 2011 HathiTrust Digital Library committed to preserve

Summary: 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.

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Item type	Home library	Collection	Call number	Materials specified	Status	Date due	Barcode
Electronic-Books	OPJGU Sonepat- Campus	E-Books EBSCO			Available

Includes bibliographical references and index.

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.

Print version record.

Use copy Restrictions unspecified star MiAaHDL

Electronic reproduction. [Place of publication not identified] : HathiTrust Digital Library, 2011. MiAaHDL

Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002. MiAaHDL