Control and involvement HR practices in Indian call centres: Still searching for answers
Call centres were established primarily to reduce organizational costs while simultaneously providing high-quality customer service. To support this 'twin constraints' strategy, a range of human resource (HR) practices tends to be used in call centres that focus simultaneously on both cont...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
John Wiley & Sons Ltd.
2017
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| Online Access: | http://hdl.handle.net/20.500.11937/54019 |
| _version_ | 1848759284843675648 |
|---|---|
| author | Ananthram, Subra Teo, S. Connell, J. Bish, A. |
| author_facet | Ananthram, Subra Teo, S. Connell, J. Bish, A. |
| author_sort | Ananthram, Subra |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Call centres were established primarily to reduce organizational costs while simultaneously providing high-quality customer service. To support this 'twin constraints' strategy, a range of human resource (HR) practices tends to be used in call centres that focus simultaneously on both control and involvement. To date, there has been a lack of empirical evidence concerning the outcome of such HR practices on call centre frontline staff (call centre representatives - CCRs). Consequently, this paper attempts to bridge this gap using a sample of 250 CCRs from Indian call centres. The findings show that, while the simultaneous use of involvement-and control-oriented HR practices had a positive impact on CCR job satisfaction, it also resulted in employee exhaustion and disengagement. These findings suggest that while involvement-oriented HR practices enhance CCR job satisfaction, they come at a cost which is potentially a key factor leading to high CCR turnover. |
| first_indexed | 2025-11-14T09:57:27Z |
| format | Journal Article |
| id | curtin-20.500.11937-54019 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:57:27Z |
| publishDate | 2017 |
| publisher | John Wiley & Sons Ltd. |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-540192019-05-28T01:38:51Z Control and involvement HR practices in Indian call centres: Still searching for answers Ananthram, Subra Teo, S. Connell, J. Bish, A. Call centres were established primarily to reduce organizational costs while simultaneously providing high-quality customer service. To support this 'twin constraints' strategy, a range of human resource (HR) practices tends to be used in call centres that focus simultaneously on both control and involvement. To date, there has been a lack of empirical evidence concerning the outcome of such HR practices on call centre frontline staff (call centre representatives - CCRs). Consequently, this paper attempts to bridge this gap using a sample of 250 CCRs from Indian call centres. The findings show that, while the simultaneous use of involvement-and control-oriented HR practices had a positive impact on CCR job satisfaction, it also resulted in employee exhaustion and disengagement. These findings suggest that while involvement-oriented HR practices enhance CCR job satisfaction, they come at a cost which is potentially a key factor leading to high CCR turnover. 2017 Journal Article http://hdl.handle.net/20.500.11937/54019 10.1111/1744-7941.12153 John Wiley & Sons Ltd. fulltext |
| spellingShingle | Ananthram, Subra Teo, S. Connell, J. Bish, A. Control and involvement HR practices in Indian call centres: Still searching for answers |
| title | Control and involvement HR practices in Indian call centres: Still searching for answers |
| title_full | Control and involvement HR practices in Indian call centres: Still searching for answers |
| title_fullStr | Control and involvement HR practices in Indian call centres: Still searching for answers |
| title_full_unstemmed | Control and involvement HR practices in Indian call centres: Still searching for answers |
| title_short | Control and involvement HR practices in Indian call centres: Still searching for answers |
| title_sort | control and involvement hr practices in indian call centres: still searching for answers |
| url | http://hdl.handle.net/20.500.11937/54019 |