The dramatic growth of the call center industry is a world-wide phenomenon, fueled by advances in information technologies and the precipitous decline in the costs of voice and data transmission over the last two decades. As part of this global industry, call centres in India have experienced...

Using survey data for call centre establishments in eight countries, we examine the relationship between wages and human resource practices. High-involvement work design and the use of performance-based pay are significantly positively related to wages, whereas intensive use of performance...