Quality of Life of Call Center Employees in India – Preliminary Findings

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Mitra, A. (2008). Quality of Life of Call Center Employees in India – Preliminary Findings. In J. Luca & E. Weippl (Eds.), Proceedings of World Conference on Educational Multimedia, Hypermedia and Telecommunications 2008 (pp. 6290-6296). Chesapeake, VA: AACE.
Retrieved from http://www.editlib.org/p/29255.

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Conference Information

World Conference on Educational Multimedia, Hypermedia and Telecommunications (EDMEDIA) 2008
Vienna, Austria
June 30, 2008
ISBN 1-880094-65-7
  Joseph Luca & Edgar R. Weippl
AACE

More Information on EDMEDIA
Table of Contents

Author

Ananda Mitra, Wake Forest University, United States

Abstract

This paper reports on a study that explored quality of life issues related to call center employees in India. Over the past decade large numbers of multi-national corporations have moved their call center operations to India. This move has been facilitated by the rapid adoption of VoIP technologies that allow efficient communication over long distances. This business initiative has been accompanied with increased need for “Westernized” call center employees to efficiently interact with the Western customer. This and similar other forces help to sharpen the life experience of call center workers. This study suggests that call center employees have significant life-style concerns that are directly related to the job they have chosen to do. To be sure, this study provides an in-depth glimpse at the issues since the study incorporate focus group meeting with about 30 different participants.

Keywords

• Physical Environments
• Communication
• Research Methods
• Professional Development
• Information Communication Technologies

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