The Indian Call Center Journey


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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:

Price:
Case Code : HROB005 For delivery in electronic format: Rs. 200;
For delivery through courier (within India): Rs. 200 + Rs. 25 for Shipping & Handling Charges

Themes

HR Problems
Case Length : 08 Pages
Period : 1999-2001
Organization : -
Pub Date : 2002
Teaching Note : Available
Countries : India
Industry : IT Enabled Services, BPO

Abstract:

The case provides a detailed insight into the reasons behind the Indian Call Center (CC) industry in not being as successful as was expected by analysts. Outlining the CC industry history, concept and functioning, the industry's problems on the human resources front are explored in detail.

Issues:

» Emergence of Call Centers in India, HR Problems faced in the Indian Call Centers, evolution of Call center industry in India

Contents:

  Page No.
Call Centers Fare Badly 1
Call Center Basics 2
Indian Call Centers - Myths and Realities 3
Future Prospects 5
Exhibits 7

Keywords:

Insight, Indian Call Center, ICC, industry, analysts, CC, industry, history, concept, functioning, industry, problems, human resources

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