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

Format:

Book

Contributor:

Thite, Mohan.

Russell, Bob, 1950-

Language:

English

Subjects (All):

Call centers--India--Personnel management.

Call centers.

Human capital--India--Management.

Human capital.

Call centers--Personnel management--Cross-cultural studies.

Human capital--Management--Cross-cultural studies.

Physical Description:

1 online resource (xiii, 316 p.) : ill.

Place of Publication:

New Delhi, India : Response, 2009.

Language Note:

English

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

Contents:

Cover; Contents; Introduction; An Overview of the Indian Contact Centre Industry; Human Resource Management in Indian Call Centres/Business Process Outsourcing; Work Processes and Emerging Problems in Indian Call Centres; Transnationalism in Indian Call Centres; A Practitioner's Perspective on the Indian Info-services Industry; Union Formation in Indian Call Centres; Outsourcing Careers: Western Theories in an Indian Context; Employment Systems in Call Centres in the United States and India; Managing Work and Employment in Australian and Indian Call Centres

Strategic Human ResourceManagement in Outsourced Call Centres in India and CanadaAbout the Editors and Contributors; Index

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9786612078095

9789352802364

9352802365

9788132111993

8132111990

9781282078093

1282078097

9788132101260

813210126X

OCLC:

429183426