HRM systems of Indian call centres: an exploratory study

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.

Keywords:

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

Acknowledgement

Earlier versions of this paper were presented at the 7th International HRM Conference at Limerick, June 2003 and International HRM Conference, Slovenia, June 2004. The authors thank the participants of both the conferences for their useful comments on the paper.