The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, call centres in India have experienced...

In this chapter, we draw on a comparative international survey of management strategies and employment practices in U.S. and Indian customer contact call centers. We compare these practices across three types of centers: U.S. in-house, U.S. outsourced, and Indian outsourced- offshore operations....