Product details

The case is intended to give a detailed insight into the reasons behind the call centre industry not being as successful as expected in India. The problems on the human resources front are explored in detail. The case also gives a brief insight into the concept, history and functioning of call centres. The case is so structured as to enable students to understand the emergence of the call centre industry in India. Students should essentially be able to understand the necessity of call centres for various businesses and their functioning in brief. Students should also understand how and why the Indian call centre industry''s performance was below expectations. The case is aimed at the MBA/PGDBA students as part of the human resource management/organisational behaviour curriculum.