Abstract

The case provides a detailed insight into the reasons behind the Indian Call Center (CC) industry in not being as successful as was expected by analysts. Outlining the CC industry history, concept and functioning, the industry’s problems on the human resources front are explored in detail.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• HR Problems faced in the Indian Call Centers.

Keywords

Insight, Indian Call Center, ICC, industry, analysts, CC, industry, history, concept, functioning, industry, problems, human resources