The Indian Call Center Journey
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(Case Code: HROB005) click on the button below, and select the case from the list of available cases:
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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.
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Case Details: |
Price: |
| Case Code |
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HROB005 |
For delivery in electronic format: Rs. 200;
For delivery through courier (within India): Rs. 200 + Shipping & Handling Charges extra
ThemesHR Problems |
| Case Length |
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08 Pages |
| Period |
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1999-2001 |
| Organization |
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- |
| Pub Date |
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2002 |
| Teaching Note |
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Available |
| Countries
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India |
| Industry |
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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.
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Issues:
» Emergence of Call Centers in India, HR Problems faced in the Indian Call
Centers, evolution of Call center industry in India
Contents:
Keywords:
Insight, Indian Call Center, ICC, industry, analysts, CC,
industry, history, concept, functioning, industry, problems, human resources
Call Centers Fare Badly
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