HRM systems of Indian call centres: an exploratory study

Pawan S. Budhwar, Arup Varma, Virender Singh, Rohin Dhar

Research output: Contribution to journalArticle

Abstract

This paper initially highlights the rapid growth in the call centre (CC) sector in developing countries like India. It then makes a case for the investigation of human resource management (HRM) systems of call centres in India. The analysis is based on a two-phase empirical study. Phase one examines the nature and pattern of HRM systems and phase two the emerging issue of attrition in Indian call centres. A mixed research approach comprising in-depth interviews and questionnaire survey was adopted to conduct the investigation. Against the established norms of Indian organizations, the findings highlight the existence of formal, structured and rationalized HRM systems. Core reasons for the increasing levels of attrition are highlighted. The analysis further provides useful information both for academics and practitioners and opens avenues for future research.
Original languageEnglish
Pages (from-to)881-897
Number of pages17
JournalInternational Journal of Human Resource Management
Volume17
Issue number5
DOIs
Publication statusPublished - 2006

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Human resource management
Developing countries
Exploratory study
Call centres
Human resource management systems
Attrition
India

Keywords

  • HRM in call centres
  • India
  • attrition
  • challenges for HRM

Cite this

Budhwar, Pawan S. ; Varma, Arup ; Singh, Virender ; Dhar, Rohin. / HRM systems of Indian call centres : an exploratory study. In: International Journal of Human Resource Management. 2006 ; Vol. 17, No. 5. pp. 881-897.
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HRM systems of Indian call centres : an exploratory study. / Budhwar, Pawan S.; Varma, Arup; Singh, Virender; Dhar, Rohin.

In: International Journal of Human Resource Management, Vol. 17, No. 5, 2006, p. 881-897.

Research output: Contribution to journalArticle

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