Control and involvement HR practices in Indian call centres: still searching for answers
Document Type
Journal Article
Publication Title
Asia Pacific Journal of Human Resources
Publisher
John Wiley and Sons Inc.
School
School of Business and Law
RAS ID
24740
Abstract
Call centres were established primarily to reduce organizational costs while simultaneously providing high‐quality customer service. To support this ‘twin constraints’ strategy, a range of human resource (HR) practices tends to be used in call centres that focus simultaneously on both control and involvement. To date, there has been a lack of empirical evidence concerning the outcome of such HR practices on call centre frontline staff (call centre representatives – CCRs). Consequently, this paper attempts to bridge this gap using a sample of 250 CCRs from Indian call centres. The findings show that, while the simultaneous use of involvement‐and control‐oriented HR practices had a positive impact on CCR job satisfaction, it also resulted in employee exhaustion and disengagement. These findings suggest that while involvement‐oriented HR practices enhance CCR job satisfaction, they come at a cost which is potentially a key factor leading to high CCR turnover.
DOI
10.1111/1744-7941.12153
Access Rights
subscription content
Comments
Ananthram, S., Teo, S. T., Connell, J., & Bish, A. (2018). Control and involvement HR practices in Indian call centres: still searching for answers. Asia Pacific Journal of Human Resources, 56(2), 196-215. doi:10.1111/1744-7941.12153
Available here.