An overview of the Indian contact centre industry

The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry

Volumn , Issue , 2009, Pages 13-32

  Wallace, Catriona ^a  

^a Australian Graduate School of Management   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 76749152969     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4135/9788132101260.n2     Document Type: Chapter

References (5)

1. Wallace, C.M., G.Eagleson, and R.Waldersee. 2000. 'The Sacrificial Human Resource Strategy in Call Centres', International Journal of Service Industry Management, 11 (2): 174-85. doi:10.1108/09564230010323741 http://dx.doi.org/10.1108/09564230010323741
2. Wallace, C.M. and J.M.Organ. 2007a. ' http://callcentres.net 2007 Contact Centre Industry Benchmarking Report: Asia-Pacific'. Available online at: http://www.callcentres.net/CALLCENTRES/LIVE/Resources/Documents/callcentresnetAPACReport.pdf
3. Wallace, C.M. and J.M.Organ. 2007b. ' http://callcentres.net & Kelly Services 2007 Contact Centre Industry Employee Satisfaction Report'. Available online at: http://www.callcentres.net/CALLCENTRES/LIVE/Resources/Documents/callcentresnetEMPSAT.pdf
4. Wallace, C.M. and J.M.Organ. 2007c. ' http://callcentres.net 2007 Asian Contact Centre Industry Human Resource Management, Turnover and Recruitment Report'. Available online at: http://www.callcentres.net/CALLCENTRES/LIVE/Resources/Documents/callcentresnetAsianHRMReport.pdf
5. Wallace, C.M. and J.M.Organ. 2007d. ' http://callcentres.net and Nuance 2007 Speech Recognition Customer Satisfaction Report'. Available online at: http://www.callcentres.net