Indian call centres

Books 2 Byte
The Next Available Operator
Mohan Thite and Bob Russell
( http://www.sagepublications.com/)

HR issues in Indian BPO industry

Despite technological advancements, the attitude and commitment of the CSRs (customer service representatives) are the key to ‘customer delight,’ write Mohan Thite and Bob Russell in the introduction to The Next Available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry.

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