Title

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

Comments

Originally published as:

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

Original article available here.

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

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