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Service Management and Employment Systems in U.S. and Indian Call Centers
Faculty Publications - Human Resource Studies
  • Rosemary Batt, Cornell University
  • Virginia Doellgast, King’s College, London
  • Hyunji Kwon, Rutgers University
Publication Date
1-1-2005
Abstract
"The explosive growth of call centers in India has gained widespread attention because of its potential impact on employment in the United States and other advanced economies. Media accounts report that Indian operations are more likely to use college-educated workers while paying one-tenth of U.S. wages. Some argue that these advantages may allow Indian centers to outcompete U.S. centers on both cost and quality. Nonetheless, complaints about poor quality and security, as well as consumer backlash, have led some firms to pull out of India, while leaders in the offshoring business such as General Electric have sold their Indian operations altogether. High turnover rates have become a particularly serious problem in recent years as an expanding number of employers compete for a small pool of educated employees, a trend that both increases costs and undermines service quality."
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Suggested Citation
Batt, R., Doellgast, V., & Kwon, H. (2005). Service management and employment systems in U.S. and Indian call centers. In S. Collins & L. Brainard (Eds.), Brookings trade forum 2005: Offshoring white-collar work – the issues and implications (pp. 335-372). Washington, D.C.: The Brookings Institution.
http://digitalcommons.ilr.cornell.edu/hr/39/

Required Publisher Statement
Copyright by The Brookings Institution.

Citation Information
Rosemary Batt, Virginia Doellgast and Hyunji Kwon. "Service Management and Employment Systems in U.S. and Indian Call Centers" (2005)
Available at: http://works.bepress.com/virginia-doellgast/1/