Role and challenges of HR in Indian call center industry

With the advent of information technology after globalization, the functioning of an organization has taken a sea change. Increasing competition has made the company focus their attention on customer interest and preference to gain customer satisfaction and loyalty. In the process various new professions had taken birth and one such profession is Call center service. Call centers are organizations or departments that are specifically dedicated to contacting clients and customers. Majority of call center agents are of below 25 years of age consider their job not so serious, managing the call center work force is a big challenge to the human resource manager. HR department and Manager plays key role in the functioning of the organization.