| Abstract |
The aim of this project is to develop a deeper understanding of the experiences of those working in the Indian call centre and business process outsourcing (BPO) industries. What adds importance is the fact that, to date, the ability to make an impartial assessment of employment conditions and the impact of human resource management policies and practices in Indian call centres has often been distorted by speculation based upon superficial, and often sensationalist, commentary. In short, little rigorous research has been conducted on this subject, although preliminary and exploratory studies have already been conducted by the present authors. The point of departure is an investigation of the attitudes and orientations of Indian employees, almost all of whom are recent university graduates.
One specific objective is to explore the recently-formed collective organization for BPO professionals – Union for Information Technology Enabled Services Professionals (UNITES) – which represents a development of considerable significance in the outsourced and offshored business services sector. The intention is to evaluate UNITES members’ perceptions of their organization. This will include reasons for joining, effectiveness of UNITES in representing its membership and articulating the interests and concerns of its constituency, factors which are seen to be facilitating growth of the organization, and, conversely, those which are seen to be inhibiting development.
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