Past empirical research related to call centres' has had a preoccupation with panoptic extrapolations and suggestions of stereotyping of call centres using ‘sacrificial HR' strategies that encourage, high staff turnover, absenteeism and stress as the norm. The aim of this research is to...

Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18 – 28 yrs in...

This paper studies the link between working hours and productivity using daily information on working hours and performance of a sample of call centre agents. We exploit variation in the number of hours worked by the same employee across days and weeks due to central scheduling, enabling us to...

Recruitment processes are seen as critical to the success of contemporary organizations and integral to human resource practices, particularly in those firms setting up greenfield operations or undertaking organizational change programs. This article analyses the recruitment methods used in...

In this paper we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract...

Amongst other factors workplace bullying has contributed to less productivity, unprofitability, turnover and inefficiency amongst employees in many organisations though most of these incidences of workplace bullying go unreported. These goes on to cost the organisations severely, the study...

Purpose - The aim of this paper was to empirically examine the impact of work motivation represented by introjected regulation on job satisfaction, which was illustrated by skill variety and task significance. This study was conducted relatedly to Moroccan call center operators, in the...