Level 5 Report: HRM Strategies for Indian Call Centres - Case Analysis

This report analyzes the human resource management challenges faced by the Indian call center industry, based on a case study. It examines issues such as employee retention, workload, underpayment, and lack of career growth. The report evaluates the application of Herzberg's motivation theory to address these challenges, focusing on strategies to increase retention, job satisfaction, and productivity. It also suggests improvements in training, compensation, and career development opportunities. The analysis highlights the importance of employee motivation and fair treatment to ensure the long-term success and sustainability of the Indian call center industry. Desklib offers many solved assignments and past papers for students.

Running head: Human resource management
Human resource management
Name of the student
Name of the university
Author note

1Human resource management
Table of Contents
Executive summary.........................................................................................................................4
Introduction......................................................................................................................................4
Analysis...........................................................................................................................................7
Motivation....................................................................................................................................9
Training and development.........................................................................................................10
Other solutions...........................................................................................................................11
Conclusion.....................................................................................................................................11
References......................................................................................................................................13

2Human resource management

3Human resource management
Executive summary
Based on the case study named "The Indian Call Center Journey,” which has been
discussed in the previous assignment, the report aims to throw light on the human resource issues
and challenges faced by the Indian call center industry. According to the case study, Indian call
center industry faces serious human resource related issues which needs immediate attention
since the call center industry has potential to generate more revenue as well as contributing to the
economy of the country. Thus it can be said that the present assignment is the continuous of the
previous one. The main purpose of the study is to analyze the solutions which were provided to
mitigate the issues and challenges related to human resource in accordance with the case study.
Additionally, the study also proposes solutions and analyzes them to understand the feasibility of
the strategies. Shedding the light exclusively on the human resource issues, the whole course of
the discussion includes a brief overview of background of the report while stating the purpose of
the report. The paper proceeds by analyzing the strategies which will mitigate the human
resource issues and challenges. In order to do the evaluation, a critical analysis will be done in
order to understand the suitability. Towards the conclusion of the study, the paper sums up the
entire discussion while highlighting the major points of the entire report.

4Human resource management
Introduction
The report is based on the case study which brings human resource issues and challenges
faced by the Indian call centre industry into the highlight. The case study gives a clear it has been
specified for the situation considering that the worker maintenance has been a noteworthy test
that the business was looking in spite of the way that the rate joblessness is high in the nation. In
addition to that, the vast English-talking populace is likewise another preferred standpoint for the
business with the goal that it can become encourage a fast pace (Taylor et al 2013). In any case,
regardless of these elements, it the contextual investigation has said that the representatives who
are being enlisted as client benefit specialists don't proceed with their work for a more drawn out
period and leave the business with a severe ordeal.
The principal part that the contextual investigation shed light on is the utilization human
resource issues difficulties of Indian call focus industry. A few issues and difficulties including
workload, underestimate, and underpayment had been recognized by the case study (Raja and
Bhasin 2014). Alongside these issues, the case study likewise centers on numerous ventures'
lacking learning of task in benefit industry. Hence revealing insight into the problems and
difficulties the contextual investigation talks about on prospects of the business. This area of the
exchange expounds on a few measures that the vast majority of key players in the business
embrace with a specific end goal to deal with the work departure.

5Human resource management
As per the contextual investigation, the significant test that the business confronted is
worker maintenance. It is unnecessary to specify that in any administration industry
representative maintenance turns into a higher risk for the organization. Notably, in the call focus
industry, underpayment, underestimate and work pressure was the most widely recognized
purposes behind which representatives leave their employment (Jain, Giga and Cooper 2013).
Initially, representatives were offered ostensible pay yet needed to serve more than seven and
hours over phones connecting with the clients. Being a client benefit operator, they needed to
manage diverse sorts of clients. For example, some take up queries though some take up gripes.
It has been seen that more often the job role of an operators turns out to be excessively
rushed. Constant answering and making calls over phones or online chat utilizing earphones
force tremendous stress on the representatives delegated as customer care specialists. Being the
work gigantic distressing, not very many specialists manage in the business. Alongside
overstress, another issue was the underpayment (Agarwal 2014). The number of call focuses was
more in numbers, and the vast majority of the endeavors were new.
Being entered in the business with limited capital, they offered an ostensible measure of
compensation to the specialists. Be that as it may, because of the high work rate, the call focus
organizations at first confronted an enormous stream of enrollment. Correspondingly, the rate of
mass resignation was additionally high since a significant portion of the specialists could not
bear the work-worry for a long time (Das, Nandialath and Mohan 2013).

6Human resource management
Criticisms shared by the representatives uncovered that the majority of the workers were
not paid in correlation with the active part (Das, Nandialath and Mohan, 2013). As per the
contextual investigation, the active role of a client mind specialist requests gigantic tolerance
while tuning in to the queries and give arrangements. It has been watched that frequently the
clients vent out their outrage being disappointed with the administration or item offered by them.
Accordingly keeping in mind the end goal to control those issues, the specialists are required to
persuade them not to make any real stride. To do this, the operators were to assume the sole
liability for the benefit of the organization, along these lines; the specialists are responsible for
any unsavory occurrence like any legitimate advance taken by the client (Agarwal 2014).
Subsequently, it turns out to be excessively repetitive and also unpleasant for which the workers
don't hold for the long turn.
Thus the reports intend to analyze the strategies provided in the previous assignment and
additional strategies in order to assure successful mitigation of those issues. In this regard, it
needs to the mentioned that the previous paper gives some possible measures to address the
problems after analyzing the case study. Therefore the present assignment elaborates the
solutions so that one of the growing industries of the country can be able to generate more
revenue.
Analysis

7Human resource management
With a specific result, to suggest the answers for tending to issues that had been discussed
in the above area, the motivational theory of Herzberg will be a helpful one (Armstrong and
Taylor 2014). In this way before examining how the motivational theory and models will be
useful to alleviate the difficulties, a concise acquaintance of inspiration hypothesis needs to be
given.
In accordance with Herzberg, motivation alludes of ceaseless procedure of urging the
representatives to give their best exertion in work while guaranteeing further development of the
organization (Alshmemri, Shahwan-Akl and Maude 2017). Since call center job is an upsetting
activity representative, the call center organizations must utilize the motivational hypothesis to
hold the specialists, particularly the ones who are productive (Bratton and Gold 2017). It has
been watched thankfulness influences the representatives to feel esteemed which urges them to
go past the level of expectation. Within just featuring the deficiencies and oversights, the great
endeavors should be highlighted first so they would be able to take criticisms emphatically.
Rather than terminating specialists for not being up to the level of desire, preparing
programs must be executed since maintenance is by all accounts one of the significant
difficulties for a substantial portion of the organizations. Making learn them with directed by
correspondence specialists or seniors would positively supportive of expanding the proficiency
of the operators (Shields et al. 2015). It has been seen that a significant portion of the operators
confronts issues in understanding the accents of remote clients. In this way keeping in mind the
end goal to address the issue, dialect specialists can be selected who will give preparing on
understanding foreign accents after the operators are being drafted.

8Human resource management
Meanwhile, the issue of underpayment needs to fathom with the goal that representatives
will discover this industry as reasonable for vocation development. The compensation scale must
be expanded with appropriate compensation as per the activity part (Cooke, Saini and Wang
2014). For instance, in a metro city, a person's monthly expenditure costs Rs. 10000 every
month. However, the present records say, a fresh graduate in call focus industry gets not more
than Rs 8000-Rs 9000. Along these lines in order to hold the productive agents, the
compensation extension must be expanded to least of Rs 12000 to most extreme of Rs 15000.
The case study likewise had called attention to the absence of development in the
business as one of the primary considerations antagonistically influencing the maintenance limit
of the organizations. The organizations would accept operators in expansive numbers keeping in
mind the end goal to expand the creation rate. However, from a worker's perspective,
professional development is a standout amongst the most important angles (Albrecht et al.2015).
The organizations had not very many positions in the higher rank which they were not ready to
give the entire potential contender to offer chances to advance their professional prospects. Also,
the operators needed to serve visit night shifts since the vast majority of the organizations with
which the Indian endeavors were partnered were US based.

9Human resource management
In the meantime, different issues specified by the contextual investigation were
embracing pseudo names and low professional stability. Keeping the customer satisfaction aspect
in mind, to manage the US-based customers, the operators were given pseudo-European names.
This would bring about the mental issue of the operators, particularly the specialists who worked
in night shifts, for which numerous proficient operators favored leaving the activity event when
they did not get another opportunity. Alongside these issues, there was no employer stability for
the workers. According to the contextual analysis, the call focus organizations would end the
operators any time of time for not having the capacity to stick to strict exactness principles.
Critical analysis of the strategies
Herzberg’ motivation theory
Source: (Alshmemri, Shahwan-Akl and Maude 2017)

10Human resource management
Motivation
In order to critically analyze the strategies to mitigate the human resource issues of Indian
call center industry, the Herzberg’s motivation theory must be evaluated. Over the years most of
the successful companies have been seen to have used motivational theory in order to assure a
higher rate of employee retention within the industry. Therefore the benefits of the motivational
theory need to be discussed.
Source: (Alshmemri, Shahwan-Akl and Maude 2017)
Increases retention
Motivation from higher authority helps to realize the employees that they are valued at
work. Statistics says; on an average, yearly 35% percent employees in the Indian call center
industry leave their jobs as they are undervalued at the workplace. Therefore motivation helps to
understand the employees about their potential to meet their responsibilities at work (Anderson
2013). Since the job of a call center agent is extraordinarily stressful, and employees are required
to adhere to strict standards, continuous motivation must be implemented so that the employees
do not feel ineligible or incapable for the position of a customer service agent.

11Human resource management
Source: (Alshmemri, Shahwan-Akl and Maude 2017)
Jobs satisfaction
Besides retention, another essential aspect like job satisfaction is promoted by
motivational theories. It is needless to mention that employees do not retain for long unless they
get the satisfaction with the job profile (Bailey et al. 2018). Job satisfaction makes an employee
happy while working in an organization. Naturally, once the employees are happy, they retain for
a more extended period.
Enhances productivity
As seen in the case study, job security of the agents was low which resulted in the
resignation of many efficient agents affecting the production of the companies. As reported giant
company Google by motivating the employees has been increasing the productivity of the
employees (Brewster et al. 2016). This in turn further triggers the growth of the company. Thus
in order to motivate the customer service agents, the call center companies must appreciate the
excellent efforts given by the company
Increases openness