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Challenges posed by Job profile for Employees of Call Centers in Mumbai

Sandeep Hegde , Sandeep Hegde

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Journal of Social Welfare and Management 7(1):p 9-27, January - March 2015. | DOI: DOI:https://dx.doi.org/10.21088/jswm.0975.0231.7115.2

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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.

Keywords: Call Centers; Contact Centers; BPO; Outsourcing; Job Satisfaction; Job Profile; Job Characteristics; Motivation and Job Stress. 

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DOI: DOI:https://dx.doi.org/10.21088/jswm.0975.0231.7115.2

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