Custom essays on Call centres based in India

a. Subjects
The subjects of the current study are employees working in call centres based in India, managers and trainers working in the call centre industry in India. In fact, the subjects of the study have a different experience of work in call centres from four months to six years. In such a way, the study involves different specialists, who hold different positions in call centres based in India and who have different experience. The choice of the subjects was grounded on the aims of the study. To put it more precisely, it was necessary to find out the position of each party involved in the human resource management and work in call centres. Obviously, employees can feel the job satisfaction or they can have the poor job satisfaction. In any case, their opinion is extremely important for the current study because it reveals the position of employees who are vulnerable to the impact of job satisfaction and who change or lose their jobs. In such a way, the study focused on finding out the views of employees on the correlation between the staff turnover and job satisfaction. On the other hand, the study involves managers and trainers, who work in call centres and have experience of work with employees in call centres based in India. Managers and trainers know the peculiarities of the local culture and mentality of local employees. Therefore, they provide the study with detailed information on the specificities of work of employees in call centres based in India and problems they face in the course of the work. The study uses managers and trainers to get their view and opinion on the job satisfaction and to identify whether there is any correlation between the job satisfaction in call centres based in India and the staff turnover. The subjects involved in the study work in call centres located in India. The study involves 10 subjects, including 4 employees, 3 managers, and 3 trainers. The involvement of these specialists allows to obtain different viewpoints on the problem of the correlation between the job satisfaction and the staff turnover.
The research involved respondents of both genders, including six males and four females. In such a way, the research has reached the high level of objectivity in regard to the gender representation. In this respect, it is important to lay emphasis on the fact that one of the issues, which affect the job satisfaction of employees working in call centres based in India, is gender-related stereotypes and biases deriving from local cultural traditions and the existing gender inequality in India. As the matter of fact, gender-related issues are very important for the current research because the job satisfaction of employees may depend on their gender and the public attitude as well as personal perception of their position in call centres based in India. In actuality, male employees may suffer from the position of jobs in call centres based in India as female jobs and the involvement of male subjects will help to reveal their attitude toward this issue. At the same time, the involvement of female subjects will help to reveal their perception of the work in call centres based in India and define whether this work is still perceived as a female one. Anyway, the involvement of subjects of both genders may be helpful for receiving different viewpoints, which normally differ depending on the gender of respondents.
Furthermore, the age of respondents was different as well. This fact is very important for the current research because subjects of a different age may have different needs, wants, goals and perception of their professional career. In actuality, many specialists (Adam, 2002) point out that the perception of the younger generation and their culture is different compared to the perception of the elderly population, which is more inclined to the traditional Indian values, norms and standards of social life. In such a way, it is very important to research different standpoints of subjects representing different generations.
On the other hand, it is worth mentioning the fact that call centres based in India focus on the employment of the younger generation of employees because they can learn and develop new skills and abilities easier and more successfully than representatives of the older generation of employees. Consequently, the involvement of employees representing different generation helps to reveal the attitude of different generations to the job in call centres based in India and their level of job satisfaction. At the same time, the involvement of subject of different age contributes to the better understanding of key issues related to the job satisfaction in call centres based in India. In fact, the current research involved three subjects under 30, four subjects from 31 to 45, one subject at the age of 21 and two subjects over 45. In such a way, the research involved employees belonging to practically all generations of employees working in call centres based in India.