Mayank Kumar Golpelwar analyses why Business Process Outsourcing (BPO) units and their young employees found themselves to be the target of severe criticism from India's middle classes. Using social and organizational psychological frameworks as well as ethnographic and variance analytic research, the author takes a look at the validity of the criticism against the BPO industry. He uses the framework of cultural theories to analyze and present the gap between the mainstream Indian culture and its rapidly emerging and globalized BPO sub-culture.
Mayank Kumar Golpelwar analyses why Business Process Outsourcing (BPO) units and their young employees found themselves to be the target of severe criticism from India's middle classes. Using social and organizational psychological frameworks as well as ethnographic and variance analytic research, the author takes a look at the validity of the criticism against the BPO industry. He uses the framework of cultural theories to analyze and present the gap between the mainstream Indian culture and its rapidly emerging and globalized BPO sub-culture.
Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The...
Well-known retreat master and author of the bestselling Centering Prayer, Basil Pennington now demonstrates the spiritually enriching power of that ancient prayer technique when used in conjunction...
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook...
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