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The Next Available Operator; Managing Human Resources in Indian Business Process Outsourcing In...
ISBN: 9788178299327 | 8178299321
Format: PaperbackPublisher: SAGE Publications Pvt. Ltd
Pub. Date: 2/9/2009
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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).
| Introduction | |
| Indian Perspectives | |
| 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 | |
| Stakeholder Perspectives | |
| A Practitioner's Perspective on the Indian Info-services Industry... MORE | |
| Union Formation in Indian Call Centres | |
| Outsourcing Careers: Western Theories in an Indian Context | |
| Comparative Perspectives | |
| Employment Systems in Call Centres in the United States and India | |
| Managing Work and Employment in Australian and Indian Call Centres | |
| Strategic Human Resource Management in Outsourced Call Centres in India and Canada | |
| Table of Contents provided by Ingram. All Rights Reserved. |
Mohan Thite is Senior Lecturer at Griffith Business School, Griffith University, Brisbane, Australia. Bob Russell is Associate Professor at Griffith Business School, Griffith University, Brisbane, Australia.
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