Table of Contents

Introduction - Mohan Thite and Bob Russell
PART I: INDIAN PERSPECTIVES
An Overview of the Indian Contact Centre Industry - Catriona Wallace
Human Resource Management in Indian Call Centres / Business Process Outsourcing - Mohan Thite and Bob Russell
Work Processes and Emerging Problems in Indian Call Centres - Pawan Budhwar, Neeru Malhotra and Virender Singh
Transnationalism in Indian Call Centres - Kiran Mirchandani
PART II: STAKEHOLDER PERSPECTIVES
A Practitioner′s Perspective on the Indian Info-services Industry - Nandita Gurjar
Union Formation in Indian Call Centres - Phil Taylor, Premilla d′Cruz, Ernesto Noronha and Dora Scholarios
Outsourcing Careers: Western Theories in an Indian Context - Laurie Cohen, Amal El-Sawad and John Arnold
PART III: COMPARATIVE PERSPECTIVES
Employment Systems in Call Centres in the United States and India - Rosemary Batt, Virginia Doellgast and Hyunji Kwon
Managing Work and Employment in Australian and Indian Call Centres - Bob Russell and Mohan Thite
Strategic Human Resource Management in Outsourced Call Centres in India and Canada - Wendy Carroll and Terry Wagar
Index

About the Author

Mohan Thite is an Associate Professor in Griffith University, Brisbane, Australia. He has a multi-disciplinary, multi-industry and multi-national career profile in academia and industry, spanning over 30 years. His research interests include Strategic human resource management, Digital HRM/ e-HRM/ Human resource information systems, international HRM and Global mobility and management of skilled talent in high-technology sectors. He is the founding Editor-in-Chief of South Asian Journal of HRM, published by Sage. He has published five books and over 100 book chapters, journal articles in esteemed journals, research reports and conference papers.

Bob Russell is Associate Professor at Griffith Business School, Griffith University, Brisbane, Australia. He is the author of books on industrial relations in Canada and work transformation in the mining industry. Currently he is conducting research on call centres, information and globalisation. This material has appeared in Australian and international journals including the Journal of Industrial Relations, Work, Employment and Society and New Technology, Work and Employment. Bob is currently completing another single-authored book on info-service work.

Reviews

The interesting reference material at the end of the each chapter, and the elaborate indexing, are highlights that make this book a valuable reading ‘material’. Students of HR and related fields would find it useful.           
*Businessworld*