| Publisher | Cornell University | ||
|---|---|---|---|
| Format | 537.8KB PDF | Date added | 01 Jul 2005 |
| Topics | IT HR - Staffing - Training | ||
| Downloads | 311 | ||
The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, call centres in India have experienced spectacular growth in the last five years. They generate seventy percent of the revenues of the Indian Business Process Outsourcing (BPO) industry. This rapid growth has also brought managerial challenges in terms of recruitment, staffing, training, and retention of workers and managers with the requisite skills and abilities to provide quality service. This paper focuses on these critical human resource issues and presents systematic benchmarking data for managers.
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