Human Resource Management: Case Study on Indian Call Centres

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Human Recourse Management: Case study

INDIAN CALL CENTRES 1
Contents
Task I......................................................................................................................................................2
Short Summary of the case Study..........................................................................................................2
Background, problems, aim and objectives...........................................................................................2
Case study background......................................................................................................................2
Statement of the problem.................................................................................................................3
Research questions............................................................................................................................3
Aims and objectives...........................................................................................................................4
Description of situation.....................................................................................................................4
Analysis of the case...............................................................................................................................5
Lack of involvement of HRM in Indian call centres............................................................................5
Improper process of Hiring................................................................................................................6
Attrition rates increased....................................................................................................................6
Lack of Training..................................................................................................................................7
Finding from the analysis.......................................................................................................................7
Solution and recommendations............................................................................................................9
References...........................................................................................................................................10

INDIAN CALL CENTRES 2
Task I
Short Summary of the case Study
In past after the studies conducted by two organisations NASSCOM and MIT, many major
players of call centres industry outbound their work to Indian call centres to earn money. The
companies thought that the work at Indian call centres will include less cost and they can earn
high profits but the conditions are not as predicted. The Indian call centres are facing various
problems like less involvement of HR department in Indian call centres, high attrition rate,
improper hiring and lack of training. This research paper contains the problems which the
Indian call centres are facing, find the reason behind the problem and in end provide a
solution for the problems which are linked with the Indian call centres.
Background, problems, aim and objectives
Case study background
Initially in 1970, in US the trend of call centres stared when the hospitality and travel
industry centralised their reservation centres. Afterwards with the rise of outbound
telemarketing and catalogue shopping, call centres become necessary for many industries. In
1999, the Indian market considered the most opportunist market for teleworking industry. It
was expected that the IT service sector is going to boost the GDP of India by trillion dollars.
In 2000, NASSCOM and MIT forecasted that by 2008, the Indian call centres will attain
great heights and the revenue of the IT sector was projected to grow from 24 billion to 200
billion. After these studies the major players like Deutsche Bank, American Express, Bank of
America HLL, BPL and many more has established their call centres in India to make money.
Soon they realise that the predictions are just a myth.

INDIAN CALL CENTRES 3
Statement of the problem
When the major players entered the Indian market to establish their call centres they just
thinking about earning more money from call centre wave. Soon they come to know the
Indian call centres are facing many issues these are:
 The agents who entered into the field are not having proper knowledge regarding the
technology involved, marketing aspects and they do not have any idea about the
business.
 The major issue link with Indian call centres is poor client service.
 The Indian call centres are not able to manage details shown in Service Level
Agreements
 The Indian call centres are lacking in providing proper training to the agents.
 The work place, working hours create the stressful working environment for agents.
 One big issue is labour turnover (Budhwar, et.al. 2010).
Research questions
 Is the condition of Indian call centres are same as projected by NASSCOM and
forecast by MIT scholar, Michaels.
 What are the major problems or issues the Indian call centres are facing?
 How the Human resource department will manage the conditions at call centres?
 Why the European and U.S are showing their unwillingness in providing business to
Indian call centres?