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Quality of Life of Call Center Employees in India - Changes Via Education

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.