(2009), Employee Identity in Indian Call Centers
: The Notion of Professionalism, New Delhi: Sage/Response.
For example, the focus on Indian call centers
Because of its pioneering role in the Indian call center business, GE's initial cost structure was much higher than it is today.
PSi's research shows that the Indian call center has evolved considerably since GE Capital and American Express pioneered the concept almost a decade ago.
Further undermining the apparent appeal of Indian call centers is that compared to centers in other countries mentioned in the report, centers in India monitor agents' calls, and the efficiency with which agents work, with the greatest frequency--typically more than once a week.
Before we jump to a conclusion about how Indian call centers treat agents, and before we question why there is so much competition in India for jobs as agents, we should note several other facts.
Attrition has had a major impact on Indian call centers because of the expense involved in recruiting agents and training new people.
To put a lid on attrition, Indian call centers pamper their employees.
companies have discovered a cost savings of 40 percent to 60 percent as a result of outsourcing to Indian call centers
. Additionally, the North American companies have benefited from the educated and dedicated agent base available in India's job market.