Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai

Hegde, Sandeep

doi:10.18052/www.scipress.com/ILSHS.66.81

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Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai

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Abstract:

Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18 – 28 yrs in Mumbai. The nature of outsourced work along with the odd working hours in this industry leads to high employee attrition in the call centers. Job satisfaction, high levels of stress, health issues, employee safety and career prospects are some of the reasons cited by industry experts as some of the factors leading to absenteeism and high employee turnover. This study facilitates the understanding of the extent of impact of call center job profile and the related challenges that its poses to the employees of call centers.

Info:

Periodical:

International Letters of Social and Humanistic Sciences (Volume 66)

Pages:

81-95

DOI:

https://doi.org/10.18052/www.scipress.com/ILSHS.66.81

Citation:

S. Hegde, "Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai", International Letters of Social and Humanistic Sciences, Vol. 66, pp. 81-95, 2016

Online since:

February 2016

Authors:

Sandeep Hegde

Keywords:

BPO, Call Centers, Contact Centers, Job Characteristics, Job Profile, Job Satisfaction, Job Stress, Motivation, Outsourcing

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Distribution:

Open Access

This work is licensed under a
Creative Commons Attribution 4.0 International License

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