Service Management and Employment Systems in U.S. and Indian Call Service Management and Employment Systems in U.S. and Indian Call

Service Management and Employment Systems in U.S. and Indian Call Centers

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Source: Cornell University

Date: January 2008

Type: White Paper

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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.

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