Service Management and Employment Systems in U.S. and Indian Call Centers
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Overview: This research paper from Cornell University draws on a comparative international survey of management strategies and employment practices in U.S. and Indian customer contact call centers. The paper compares these practices across three types of centers: U.S. in-house, U.S. outsourced, and Indian outsourced-offshore operations and considers two questions. The paper concludes with a discussion of policy implications.