Indian Call Centres: HR Strategies and Solutions
Added on 2023-06-09
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Human Resource Management: Report
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Human Resource Management: Report
INDIAN CALL CENTRES 1
Executive Summary
Previously in 1999, after the studies conducted by NASSCOM and MIT, Indian markets
consider the best market for international call centres. The studies by predict that by 2008 the
GDP of Indian will rise by trillion dollars through IT-service sector. The revenue of Indian
call centres were predicted to grow from Rs. 24 billion to Rs. 200 billion by 2010. The major
players like American express, HLL, Bank of America, Deutsche bank, British airways,
Airtel and many more established their call centres in India to make money from the call
centre wave. Soon they realise that the prediction, which are made by the studies, are going in
wrong ways. The international call centres are facing many problems like, the quality of
work, poor customer care service, employee’s turnover, stressful environment at workstation.
This report is designed to drive the solution to control the problems and enhance the
conditions of Indian call centres.
Executive Summary
Previously in 1999, after the studies conducted by NASSCOM and MIT, Indian markets
consider the best market for international call centres. The studies by predict that by 2008 the
GDP of Indian will rise by trillion dollars through IT-service sector. The revenue of Indian
call centres were predicted to grow from Rs. 24 billion to Rs. 200 billion by 2010. The major
players like American express, HLL, Bank of America, Deutsche bank, British airways,
Airtel and many more established their call centres in India to make money from the call
centre wave. Soon they realise that the prediction, which are made by the studies, are going in
wrong ways. The international call centres are facing many problems like, the quality of
work, poor customer care service, employee’s turnover, stressful environment at workstation.
This report is designed to drive the solution to control the problems and enhance the
conditions of Indian call centres.
INDIAN CALL CENTRES 2
Contents
Introduction..............................................................................................................................................3
Analysis...................................................................................................................................................4
Different types of Human resource strategies......................................................................................4
General HR strategies......................................................................................................................5
Specific human resource strategies..................................................................................................6
Solutions for problems identified............................................................................................................7
Recommendations....................................................................................................................................9
Conclusion.............................................................................................................................................10
References..............................................................................................................................................11
Contents
Introduction..............................................................................................................................................3
Analysis...................................................................................................................................................4
Different types of Human resource strategies......................................................................................4
General HR strategies......................................................................................................................5
Specific human resource strategies..................................................................................................6
Solutions for problems identified............................................................................................................7
Recommendations....................................................................................................................................9
Conclusion.............................................................................................................................................10
References..............................................................................................................................................11
INDIAN CALL CENTRES 3
Introduction
The Global call center Industry worth $ 800 million in 2001 and spread across 100,000 units.
The call centers are developed to handle large volume of outbound and inbound telephone
calls. At few call centers the caller and call center share the cost, while in some case clients
will born the cost. Back in 1970s, the call centers become necessary for many industries in
US with the rise in catalog shopping and outbound telephone calls. Each industry had their
own call center, consist of own preferred technologies and quality standards. The total
number of employees work at call center at particular given time was depending on the
availability of seats. One call center range from 5-10 seats set up to 500-2000 seats. The call
centers were established mainly for customer service, marketing or sales, and for technology
support in areas like banking, telemarketing, market research, and hotel and airlines
reservation.
In 1999, the teleworking industry has been considered as the new opportunity for Indian
corporates. In 2000, NASSCOM predict that by 2008 that Indian IT services business will
reach to great heights. The MIT scholar, Michael Dertouzos stated that IT service sector will
boost the GDP of India by a trillion dollars and the revenue of call centers will grow from Rs.
24 billion in 2000 to Rs. 200 billion by 2010. During 2000-01, in India hundreds of call
centers were established involving over Rs. 12 billion. However, by 2001 the conditions of
Indian call centers seemed to be very different from the predictions. The Indian call centers
were facing a problem of no business the employees of call centers are just sitting ideal,
waiting interminably for the calls. The IT sector burdened with idle capacity worth around
$75-100 million. There are various issues attached with the Indian call centers, besides
offering attractive salaries the call centers are unable in hire suitable employees for an
Introduction
The Global call center Industry worth $ 800 million in 2001 and spread across 100,000 units.
The call centers are developed to handle large volume of outbound and inbound telephone
calls. At few call centers the caller and call center share the cost, while in some case clients
will born the cost. Back in 1970s, the call centers become necessary for many industries in
US with the rise in catalog shopping and outbound telephone calls. Each industry had their
own call center, consist of own preferred technologies and quality standards. The total
number of employees work at call center at particular given time was depending on the
availability of seats. One call center range from 5-10 seats set up to 500-2000 seats. The call
centers were established mainly for customer service, marketing or sales, and for technology
support in areas like banking, telemarketing, market research, and hotel and airlines
reservation.
In 1999, the teleworking industry has been considered as the new opportunity for Indian
corporates. In 2000, NASSCOM predict that by 2008 that Indian IT services business will
reach to great heights. The MIT scholar, Michael Dertouzos stated that IT service sector will
boost the GDP of India by a trillion dollars and the revenue of call centers will grow from Rs.
24 billion in 2000 to Rs. 200 billion by 2010. During 2000-01, in India hundreds of call
centers were established involving over Rs. 12 billion. However, by 2001 the conditions of
Indian call centers seemed to be very different from the predictions. The Indian call centers
were facing a problem of no business the employees of call centers are just sitting ideal,
waiting interminably for the calls. The IT sector burdened with idle capacity worth around
$75-100 million. There are various issues attached with the Indian call centers, besides
offering attractive salaries the call centers are unable in hire suitable employees for an
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