Part of the Human Resources Management Commons

Report of the Global Call Centre Industry Project 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 Outourcing (BPO) industry, according to estimates by Mckinsey (www.nasscom.org). 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 report focuses on these critical human resource issues and presents systematic benchmarking data for managers. It is based on an on-site survey of 60 call centres located in cities: Bangalore, Bombay, Chennai, Delhi, Hyderbad, and Kolkata