HR Challenges in the Indian BPO Industry A Qualitative Study
This study uncovers the challenges faced by multinational call centres in India. Managers of three calls centres were interviewed to understand the challenges faced by them. Emphasis is placed on the four HR functions namely staffing, training and development, motivation and maintenance.From the ana...
| Main Author: | |
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2005
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| Online Access: | https://eprints.nottingham.ac.uk/24401/ |
| _version_ | 1848792769700560896 |
|---|---|
| author | Koshy, Shiju Rajan |
| author_facet | Koshy, Shiju Rajan |
| author_sort | Koshy, Shiju Rajan |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | This study uncovers the challenges faced by multinational call centres in India. Managers of three calls centres were interviewed to understand the challenges faced by them. Emphasis is placed on the four HR functions namely staffing, training and development, motivation and maintenance.From the analysis four key lessons are suggested i.e. 1) actively manage the challenges of hyper-growth of a new industry within the context of an emerging economy, 2) make decisions based on factors beyond wage differentials, 3) provide clearly defined career opportunities for employees and 4) leverage the global corporate reputation and local experience |
| first_indexed | 2025-11-14T18:49:40Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-24401 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:49:40Z |
| publishDate | 2005 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-244012018-04-10T16:28:20Z https://eprints.nottingham.ac.uk/24401/ HR Challenges in the Indian BPO Industry A Qualitative Study Koshy, Shiju Rajan This study uncovers the challenges faced by multinational call centres in India. Managers of three calls centres were interviewed to understand the challenges faced by them. Emphasis is placed on the four HR functions namely staffing, training and development, motivation and maintenance.From the analysis four key lessons are suggested i.e. 1) actively manage the challenges of hyper-growth of a new industry within the context of an emerging economy, 2) make decisions based on factors beyond wage differentials, 3) provide clearly defined career opportunities for employees and 4) leverage the global corporate reputation and local experience 2005 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/24401/1/shijurajan.pdf Koshy, Shiju Rajan (2005) HR Challenges in the Indian BPO Industry A Qualitative Study. [Dissertation (University of Nottingham only)] (Unpublished) |
| spellingShingle | Koshy, Shiju Rajan HR Challenges in the Indian BPO Industry A Qualitative Study |
| title | HR Challenges in the Indian BPO Industry A Qualitative Study |
| title_full | HR Challenges in the Indian BPO Industry A Qualitative Study |
| title_fullStr | HR Challenges in the Indian BPO Industry A Qualitative Study |
| title_full_unstemmed | HR Challenges in the Indian BPO Industry A Qualitative Study |
| title_short | HR Challenges in the Indian BPO Industry A Qualitative Study |
| title_sort | hr challenges in the indian bpo industry a qualitative study |
| url | https://eprints.nottingham.ac.uk/24401/ |