HRM systems of Indian call centres: an exploratory study

Pawan S Budhwar · Arup Varma · Virender Pratap Singh · Rohin Dhar

172 citations0/0 files storedThe International Journal of Human Resource Management

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Abstract

This paper initially highlights the rapid growth in the call centre (CC) sector in developing countries like India. It then makes a case for the investigation of human resource management (HRM) systems of call centres in India. The analysis is based on a two-phase empirical study. Phase one examines the nature and pattern of HRM systems and phase two the emerging issue of attrition in Indian call centres. A mixed research approach comprising in-depth interviews and questionnaire survey was adopted to conduct the investigation. Against the established norms of Indian organizations, the findings highlight the existence of formal, structured and rationalized HRM systems. Core reasons for the increasing levels of attrition are highlighted. The analysis further provides useful information both for academics and practitioners and opens avenues for future research.

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References

2003Human Resource Management and Corporate Performance in the UK 1999‘An assembly line in the head’: work and employee relations in the call centre 1999Work Organization, Technology, and Performance in Customer Service and Sales 1998Beyond bureaucracy? Work organization in call centres 2005‘India calling to the far away towns’1999Strategic Human Resource Management 1998‘What Happens when the Phone goes Wild?’: Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime 1995Worker Participation in Diverse Settings: Does the Form Affect the Outcome, and If So, Who Benefits?

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