Insights into the Indian Call Centre Industry: Can Internal Marketing Help Tackle High Employee Turnover?

Pawan S. Budhwar; Arup Varma; Neeru Malhotra; Avinandan Mukherjee

doi:10.1108/08876040910973459

Insights into the Indian Call Centre Industry: Can Internal Marketing Help Tackle High Employee Turnover?

Pawan S. Budhwar, Arup Varma, Neeru Malhotra, Avinandan Mukherjee

Quinlan School of Business

Research output: Contribution to journal › Article › peer-review

Original language	American English
Journal	Journal of Services Marketing
Volume	23
Issue number	5
DOIs	https://doi.org/10.1108/08876040910973459
State	Published - Jul 31 2009

Disciplines

Public Relations and Advertising
Marketing
Business

Access to Document

10.1108/08876040910973459License: Unspecified

Cite this

@article{3b2b8584089a4ef3b57b048998bc8d6b,

title = "Insights into the Indian Call Centre Industry: Can Internal Marketing Help Tackle High Employee Turnover?",

author = "Budhwar, \{Pawan S.\} and Arup Varma and Neeru Malhotra and Avinandan Mukherjee",

note = "12 Pages Posted: 3 Nov 2012 Date Written: 2009 Purpose - Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper aims to present the context for the rapid growth of the business process outsourcing (BPO) sector in India, and to address a critical issue faced by call centre organisations in this sector - the high employee turnover.",

year = "2009",

month = jul,

day = "31",

doi = "10.1108/08876040910973459",

language = "American English",

volume = "23",