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S/B/407. Dissertation. Business process outsourcing in India: case study of IBM call centre
- WORDS:
- 16200
- DATE:
- 2008
- PRICE:
- 169.99 GBP
The dissertation examines the role of call centres in the Indian economy of today providing a review of literature on business process outsourcing (BPO) in India. A case study is conducted to identify the operations of an IBM call centre in Bangalore and evaluate its service quality. The research is based on the descriptive approach using secondary and primary data obtained from semi-structured interviews and questionnaires. Conclusions are made about the levels of customer service in the Indian IBM call centre. Recommendations are suggested about the ways to improve the competence of the organisation.
KEYWORDS: Dissertation, BPO, outsourcing, IBM, call centre, India,
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