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Author: Ananda Mitra

Affiliation: Wake Forest University, United States

ISBN: 978-989-674-006-1

Keyword(s): Call Center, Training, Web.

Related Ontology Subjects/Areas/Topics: Applications ; Business and Social Applications ; Collaborative Business Systems ; e-Business ; Education/Learning ; e-Learning ; Enterprise Information Systems ; Human-Computer Interaction ; Knowledge Management and Information Sharing ; Knowledge-Based Systems ; Methodologies, Processes and Platforms ; Model-Driven Software Development ; Society, e-Business and e-Government ; Software Engineering ; Web Information Systems and Technologies ; Workflow Management Systems

Abstract: This paper reports on a qualitative study conducted in the summer of 2007 in Delhi, India where nearly 60 call center employees were interviewed in focus group settings to evaluate issues related to the quality of life of the workers. The findings suggest that a this scenario presents an opportunity to develop Web-based training tools for process and culture training of the workers to ensure that they remain with their job and improve the quality of the work experience. Based on the data collected, one of the key opportunities is to develop Web-based training tools that will allow for better acculturation of the employees.

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Paper citation in several formats:
Mitra A. and (2009). QUALITY OF LIFE OF CALL CENTER EMPLOYEES IN INDIA - Changes Via Education.In Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2009) ISBN 978-989-674-006-1, pages 185-190. DOI: 10.5220/0002170701850190

@conference{ice-b09,
author={Ananda Mitra},
title={QUALITY OF LIFE OF CALL CENTER EMPLOYEES IN INDIA - Changes Via Education},
booktitle={Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2009)},
year={2009},
pages={185-190},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002170701850190},
isbn={978-989-674-006-1},
}

TY - CONF

JO - Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2009)
TI - QUALITY OF LIFE OF CALL CENTER EMPLOYEES IN INDIA - Changes Via Education
SN - 978-989-674-006-1
AU - Mitra, A.
PY - 2009
SP - 185
EP - 190
DO - 10.5220/0002170701850190

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