The Next Available Operator: Managing Human Resources In Indian Business Process Outsourcing Industry
Edited By: Mohan Thite And Bob Russell; Sage;
Pages: 312; Price: Rs 425
BUY BORROW AVOID
Traditionally, if there is more work than one can handle, Indian individuals and families excel in delegating it to friends and relatives — this not only taught every generation responsibility but also led to better management and efficiency in society. Unfortunately, the articles that form the core of The Next Available Operator fail to understand that Indians have translated this strength into a booming business. Instead, they have only looked at India as a low-cost supplier of human resources to manage the enterprises and personal lives of people in the West. And, while it provides an opportunity to view the sector across verticals, the uncomfortable relations between the HR and BPO sectors are glaringly dominant in the book.
Nevertheless, the authors of a chapter on the growth of trade unions in BPOs, which elucidates the dynamics of labour relations in an environment that is mostly dependent on transnational firms for sustenance, have made a commendable effort. The role played by firms such as Infosys in setting benchmarks to manage the call centre labour pool has been captured well. Thite and Russell have also endeavoured to pick articles that offer amazing statistics and references. Still, the BPO industry in India is a great deal more than the numbers, books and articles have focused on.
The interesting reference material at the end of the each chapter, and the elaborate indexing, are highlights that make this book a valuable reading ‘material’. Students of HR and related fields would find it useful.
This review was published in the Businessworld Issue Dated 23-29 June 2009
Book Reviews 
The Next Available Operator: Managing Human Resources In Indian Business Process Outsourcing Industry 
