Human Resources Issues in Call Centre Industry

HRM issues of locating a call centre to
Poland

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
HRM issues of locating a call centre to Poland..........................................................................1
REFERENCES................................................................................................................................3

INTRODUCTION
Human resource management is the most crucial management functions in within the
organisation. The present report will be based on the issues faced by the human resource
management in Poland. Further in the report will presenting some issues such as recruitment and
selection or diversity or some other issues due to which call centres fails to resist the change and
face dissatisfaction among employees.
MAIN BODY
HRM issues of locating a call centre to Poland
Call centres are generally a service centres to solve the queries of customers. It is very crucial
and necessary for the HR manager to adopt some policies and procedures. The concept of call
centres is to hire people from different countries due to which employees affect from different
places environment, language issues, values etc. HRM plays a most crucial role in call centres
with many workforce challenges. Employees working call centres are already very frustrated and
angry to handle the calls from clients. So, in that, situation it is difficult for HRM to manage
those issues and conflicts among employees. Poland is the well-known place which deals with
multinational brands (Mattila, Salminen and Astahova, 2019). Therefore, HRM faces challenges
like recruitment and selection process where it is difficult job for HR managers to retained
potential employees in the company in long term. Other then recruitment some other challenge
that company faced is diversity which influenced by physical and mental disabilities or language
and communication. Due to gender equality call centres suffer issues. Another most common
issue that HRM faced is night shift issues with female staff. It is the responsibility of the
company to secure and ensure the women safety within company premises. These some
challenges and issues generally create challenges for human resource management.
Likewise, there is another issue that call centres faced during the process is cross culture, it
is not possible that every employee belongs from the same place. Due to belong from other
country will Definity impact on the employee behaviours. In other words, these issues or
dynamic employee behaviour create challenge for the Poland company.
As per the survey and research 40 percent population believe that both men and woman
will hire men over women. So, this is another issue that faced by the HRM in within the
company environment. By 2025, millennials will make up 75% of the workplace, and they are
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changing the work culture. In other words, it helps to make the new advantage and challenging
resource planning that company needs to adopt while handling the human resource management.
Language and communication barrier is the most barrier that HRM department faced in
call centres (Sahu, 2016). This issue happened due to diverse workforce in the company. It
makes difficult situation
CONCLUSION
As per the above report it explained some couple of issues that HRM faced in call centers
in Poland. Here, in the study, it described the importance of HRM in the company environment
and how the company suffering from dominating the effective management task. This will give
negative impact on the business growth.
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REFERENCES
Books & Journals
Mattila, M., Salminen, H. and Astahova, A., 2019. Coping with a boundaryless career–A focus
on Finnish self-initiated expatriates in Poland. In Global Mobility of Highly Skilled
People (pp. 207-229). Springer, Cham.
Sahu, M., 2016. Attrition in Call Centers: An Analysis on Gender and Academic
Qualification. International Journal of Engineering and Management Research
(IJEMR). 6(6). pp.114-121.
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