The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry - Softcover

Softcover

ISBN 10: 8178299321 ISBN 13: 9788178299327

Publisher: SAGE Publications Pvt. Ltd, 2009

Synopsis

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-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.

About this title

Product Description:

The Next Available Operator India, often referred to as the 'electronic housekeeper of the world', is home to the largest number of offshored call centres. This book 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.

Review:

The interesting reference material at the end of the each chapter, and the elaborate indexing, are highlights that make this book a valuable reading ‘material’. Students of HR and related fields would find it useful.           

(Businessworld)

About this edition

• Publisher: SAGE Publications Pvt. Ltd
• Publication date: 2009
• ISBN 10: 8178299321
• ISBN 13: 9788178299327
• Binding: Paperback
• Edition number: 1
• Number of pages: 340
• Editor: Thite Mohan, Russell Bob