Insights into the Indian call centre industry:can internal marketing help tackle high employee turnover?

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. Design/methodology/approach – Following a triangulation approach, two separate empirical investigations are conducted to examine various aspects of high labour turnover rates in the call centre sector in India. Study one examines the research issue via 51 in-depth interviews in as many units. Study two reports results from a questionnaire survey with 204 frontline agents across 11 call centres regarding employee turnover. Findings – This research reveals a range of reasons – from monotonous work, stressful work environment, adverse working conditions, lack of career development opportunities; to better job opportunities elsewhere, which emerge as the key causes of increasing attrition rates in the Indian call centre industry. Research limitations/implications – The research suggests that there are several issues that need to be handled carefully by management of call centres in India to overcome the problem of increasing employee turnover, and that this also demands support from the Indian government. Originality/value – The contributions of this study untangle the issues underlying a key problem in the call centre industry, i.e. employee turnover in the Indian call centre industry context. Adopting an internal marketing approach, it provides useful information for both academics and practitioners and suggests internal marketing interventions, and avenues for future research to combat the problem of employee turnover.

Should I stay or should I go? Explaining turnover intentions with organizational identification and job satisfaction

The social identity approach is a powerful theoretical framework for the understanding of individuals behaviour. The main argument is that individuals think and act on behalf of the group they belong to because this group membership adds to their social identity, which partly determines ones self-esteem. In the organizational world, social identity and self-categorization theories state that a strong organizational identification is associated with low turnover intentions. Because identification is the more general perception of shared fate between employee and organization, we propose that the relationship between identification and turnover will be mediated by job satisfaction as the more specific evaluation of ones task and working conditions. In four samples we found organizational identification feeding into job satisfaction, which in turn predicts turnover intentions.

Group membership salience and task performance

Purpose – Social loafing is described in the literature as a frequent problem reducing individuals' performance when working in groups. This paper aims to utilize the social identity approach and proposes that under conditions of heightened group salience social loafing can be reduced and turned into social laboring (i.e. increased performance). Design/methodology/approach – Two experimental studies are conducted to examine the impact of participant's group membership salience on task performance. In Study 1, school teachers work either in coactive or in collective working conditions on brainstorming tasks. In Study 2, participants perform both a brainstorming task and a motor task. Findings – The results show social laboring effects. As predicted, participants in the high salient group conditions outperform participants in the low salient group conditions and the coactive individual condition. Practical implications – The results indicate that rather than individuating group members or tasks to overcome social loafing, managers can increase group performance by focusing on group members' perceptions of their groups as important and salient. Originality/value – The studies presented in this paper show that social identity theory and self categorization theory can fruitfully be applied to the field of group performance. The message of these studies for applied settings is that collective work in groups must not necessarily negatively impact performance, i.e. social loafing. By heightening the salience of group memberships groups can even outperform coactively working individuals.

The work situation and class position of Brazilian engineers

This thesis analyses the work situation and class position of Brazilian engineers through a Marxist perspective. The research is based on two case studies, one focused on a large German steel company based in Brazil and the other on a large Brazilian energy corporation. The fieldwork involved 114 interviews, with engineers from different hierarchical positions in these two companies. Data was also gathered through interviews with representatives from the companies, the Council of Engineering, the Engineering Education System and the Engineers Trade Unions. The findings show that the engineering profession in Brazil has shifted from its initial condition as a liberal profession to an organizational profession, with the country's industrial deployment. Both companies consider all salaried workers as employees, including managers. Hence they are subject to the company's general personnel policies. The multinational company controls labour more rigidly than the national company, as well as reserving its top positions for its home country's executives. Although no deskilling process was found, engineers of both companies performed simple work, which required less engineering knowledge than they had learned from school. Engineers have little autonomy, authority and participation in decision making and are subject to direct supervision, performance evaluation, time control, overtime work, productivity and to poor working conditions in the multinational company. The majority of the engineers supervised other workers without being in a managerial position. They found that to move into management, was a good way to improve their autonomy, authority, prestige, salary, status, power and professional pride. Despite ideological divisions between capital and labour, most of the engineers were unionised and saw unions as the right way to deal with the employer.

A study of load support and other criteria appropriate to the selection of industrial conveyor belts

A study of conveying practice demonstrates that belt conveyors provide a versatile and. much-used method of transporting bulk materials, but a review of belting manufacturers' design procedures shows that belt design and selection rules are often based on experience with all-cotton belts no longer in common use, and are net completely relevant to modern synthetic constructions. In particular, provision of the property "load support", which was not critical with cotton belts, is shown to determine the outcome of most belt selection exercises and lead to gross over specification of other design properties in many cases. The results of an original experimental investigation into this property, carried out to determine the belt and conveyor parameters that affect it, how the major role that belt stiffness plays in its provision; the basis for a belt stiffness test relevant to service conditions is given. A proposal for a more rational method of specifying load support data results from the work, but correlation of the test results with service performance is necessary before the absolute toad support capability required from a belt for given working conditions can be quantified. A study to attain this correlation is the major proposal for future work resulting from the present investigation, but a full review of the literature on conveyor design and a study of present practice within the belting industry demonstrate other, less critical, factors that could profitably be investigated. It is suggested that the most suitable method of studying these would be a rational data collection system to provide information on various facets of belt service behaviour; a basis for such a system is proposed. In addition to the work above, proposals for simplifying the present belt selection methods are made and a strain transducer suitable for use in future experimental investigations is developed.

The development and diffusion of industrial robots

This thesis describes the history of robots and explains the reasons for the international differences in robot diffusion, and the differences in the diffusion of various robot applications with reference to the UK. As opposed to most of the literature, diffusion is examined with an integrated and interdisciplinary perspective. Robot technology evolves from the interaction of development, supply and manufacture, adoption, and promotion. activities. Emphasis is given to the analysis of adoption, at present the most important limiting factor of robot advancement in the UK. Technical development is inferred from a comparison of surveys on equipment, and from the topics of ten years of symposia papers. This classification of papers is also used to highlight the international and institutional differences in robot development. Analysis of the growth in robot supply, manufacture, and use is made from statistics compiled. A series of interviews with users and potential users serves to illustrate the factors and implications of the adoption of different robot systems in the UK. Adoption pioneering takes place when several conditions exist: when the technology is compatible with the firm, when its advantages outweigh its disadvantages, and particularly when a climate exists which encourages the managerial involvement and the labour acceptance. The degree of compatibility (technical, methodological, organisational, and economic) and the consequences (profitability, labour impacts, and managerial effects) of different robot systems (transfer, manipulative, processing, and assembly) are determined by various aspects of manufacturing operations (complexity, automation, integration, labour tasks, and working conditions). The climate for adoption pioneering is basically determined by the performance of firms. The firms' policies on capital investment have as decisive a role in determining the profitability of robots as their total labour costs. The performance of the motor car industry and its machine builders explains, more than any other factor, the present state of robot advancement in the UK.

The link between job satisfaction and organizational commitment:differences between public and private sector employees

Employees in the public and private sectors experience different working conditions and employment relationships. Therefore, it can be assumed that their attitudes toward their job and organizations, and relationships between them, are different. The existing literature has identified the relationship between organizational commitment and job satisfaction as interesting in this context. The present field study examines the satisfaction–commitment link with respect to differences between private and public sector employees. A sample of 617 Greek employees (257 from the private sector and 360 from the public sector) completed standardized questionnaires. Results confirmed the hypothesized relationship differences: Extrinsic satisfaction and intrinsic satisfaction are more strongly related to affective commitment and normative commitment for public sector employees than for private sector ones. The results are discussed, limitations are considered, and directions for future research are proposed.

Re-examining the BMW-Rover affair:a case study of corporate, strategic and government failure?

This paper analyses corporate and government strategies during the purchase, period of control and divestment by BMW of the car manufacturer Rover over the period 1994 to 2000. This paper examines three types of ‘failure’. It views BMW’s purchase of Rover as a ‘corporate failure’, with British Aerospace keen to sell Rover to raise cash and with BMW not realising the real condition of Rover. It then moves on to examine BMW’s ‘divide and rule’ strategies with regard to working conditions and subsidy-seeking and its decision to sell Rover as an example of ‘strategic failure’. Finally, it considers the ‘hands-off’ nature of British policy towards such transnational firms, and BMW in particular, as an example of ‘government failure’. This paper concludes by raising the possibility of an EU-wide policy towards transnationals, especially in terms of monitoring the activities of such firms.

Logistics by rail:is this the key to more sustainable traffic policies in Northern Germany?

Despite the fact that Germany has a well- expanded traffic infrastructure, the country con-fronts a strong growth in freight volumes and it is very likely that in the forthcoming yearsit will not be able to reasonably cope with the increasing demand. Against this back-ground, the aim of this paper is to provide an in-depth analysis of the transport sector in North Germany in an effort to identify, if any, the possibilities of collapse as a result of the continuous increase in the demand of freight traffic. The research based on the DelphiTechnique, collects, analyses and summarizes the opinions of a group of experts in theaforementioned issues. Results indicate that railways could represent the solution to theforecasted growing freight volumes in the next years, not only in Germany, but also in thewhole European transport sector. In spite of continuous efforts undertaken by the politicsand the economy, the existing logistics and freight traffic concepts are not sufficient. Fi-nancing is too scarce; traffic concepts take issues like sustainability, environment protec-tion and working conditions into little consideration.

Developments and prospects of freight railway transport in Northern Germany:a Delphi survey

Despite the fact that Germany has a well expanded traffic infrastructure, it confronts a strong growth in freight volumes and it is very likely that in the forthcoming years will not be able to reasonably cope with the increasing demand. The aim of this paper is to explore the developments of the transport sector, railways in particular, in North Germany. More specific, the paper explores whether the railway network could contribute to improved traffic development in North Germany and also whether or not the existing logistics practices are effective enough to cope with the traffic problems in the region. The research based on the Delphi technique, collected, analysed and summarised the opinions of a group of experts in the aforementioned issues. Results indicate that railways could represent the solution to the forecasted growing freight volumes in the next years. In spite of continuous efforts undertaken by the politics and the economy, the existing logistics and freight traffic concepts are not sufficient, financing is too scarce, while emerging issues like sustainability, environment protection and working conditions are taken into little consideration. Copyright © 2014 Inderscience Enterprises Ltd.

Unravelling the photodegradation mechanisms of a low bandgap polymer by combining experimental and modeling approaches

Large-scale introduction of Organic Solar Cells (OSCs) onto the market is currently limited by their poor stability in light and air, factors present in normal working conditions for these devices. Thus, great efforts have to be undertaken to understand the photodegradation mechanisms of their organic materials in order to find solutions that mitigate these effects. This study reports on the elucidation of the photodegradation mechanisms occurring in a low bandgap polymer, namely, Si-PCPDTBT (poly[(4,4′-bis(2-ethylhexyl)dithieno[3,2-b:2′,3′-d]silole)-2,6-diyl-alt-(4,7-bis(2-thienyl)-2,1,3-benzothiadiazole)-5,5′-diyl]). Complementary analytical techniques (AFM, HS-SPME-GC-MS, UV-vis and IR spectroscopy) have been employed to monitor the modification of the chemical structure of the polymer upon photooxidative aging and the subsequent consequences on its architecture and nanomechanical properties. Furthermore, these different characterization techniques have been combined with a theoretical approach based on quantum chemistry to elucidate the evolution of the polymer alkyl side chains and backbone throughout exposure. Si-PCPDTBT is shown to be more stable against photooxidation than the commonly studied p-type polymers P3HT and PCDTBT, while modeling demonstrated the benefits of using silicon as a bridging atom in terms of photostability. (Figure Presented).