This first-of-its-kind compilation intends to fill this vital gap by advancing evidence-based understandings of the issues, challenges and strategies confronting human resource management (HRM) in the Indian call centre/BPO sector. It features empirical research and conceptual advances, presented by well-known academics, researchers and practitioners from around the world and captures the voices of key stakeholders. Apart from presenting a front-line picture of employment relations and HRM in India, this book also provides the stakeholders’ perspectives by focusing on the motives, strategic opportunities and constraints confronting management practitioners, trade unions and employees. The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry also investigates the similarities and differences between Indian call centres and those located in the United States, United Kingdom, Canada and Australia.
This volume is a must read for management practitioners, students and academics who seek a comprehensive understanding of HRM in Indian call centres.