The next available operator : managing human resources in Indian business process outsourcing industry /

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 c...

Descripción completa

Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: Thite, Mohan, Russell, Bob, 1950-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New Delhi, India : Thousand Oaks, Calif. : Response Books ; Sage Publications, 2009.
Temas:
Call centers > India > Personnel management.
Human capital > India > Management.
Call centers > Personnel management > Cross-cultural studies.
Human capital > Management > Cross-cultural studies.
Electronic books.
Centres d'appels (Affaires) > Inde > Personnel > Direction.
Centres d'appels (Affaires) > Personnel > Direction > Études transculturelles.
Livres numériques.
e-books.
BUSINESS & ECONOMICS > Marketing > Telemarketing.
BUSINESS & ECONOMICS > Marketing > Multilevel.
BUSINESS & ECONOMICS > Mail Order.
BUSINESS & ECONOMICS > Marketing > Direct.
BUSINESS & ECONOMICS > E-Commerce > Internet Marketing.
Call centers > Personnel management
Human capital > Management
India
Cross-cultural studies
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Introduction / Mohan Thite and Bob Russell
  • An overview of the Indian contact centre industry / Catriona Wallace
  • Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell
  • Work processes and emerging problems in Indian call centres / Pawan Budhwar, Neeru Malhotra and Virender Singh
  • Transnationalism in Indian call centres / Kiran Mirchandani
  • A practitioner's perspective on the Indian info-services industry / Nandita Gurjar
  • Union formation in Indian call centres / Phil Taylor [and others]
  • Outsourcing careers : western theories in an Indian context / Laurie Cohen, Amal El-Sawad and John Arnold
  • Employment systems in call centres in the United States and India / Rosemary Batt, Virginia Doellgast and Hyunji Kwon
  • Managing work and employment in Australian and Indian call centres / Bob Russell and Mohan Thite
  • Strategic human resource management in outsourced call centres in India and Canada / Wendy Carroll and Terry Wagar.

Ejemplares similares