Modelling Approach to the Analysis of the Influence of Human Resource Practices on Quality of Work Life in Call Centre Industries using Optimization techniques

This paper discusses the research conducted by the authors to find out the determinants of Quality of Work Life (QWL) in the call centre industry at Bangalore, the Silicon Valley of India. Questionnaire was designed to elicit information pertaining to various facets of human resource practices prevailing in the call centre industry. The questionnaire contains eight independent variables and one dependant variable. Using random sampling method 364 call centre executives were considered for the study spreading across 9 top-notch call centers. Regression analysis was performed on the data and the results indicate that Organizational Perception, Health, Provisions and Opportunity influence the QWL to a great extent. An optimization model is arrived at based on the research and this can provide a foundation to the academicians and industrial experts to explore the area of human resource management in ITeS sector further for the betterment of the workforce in particular and organization in general.