Abstract copyright UK Data Service and data collection copyright owner.

Internal Marketing and Performance Surveys of India Call Centres, 2007-2009 examined the topics of human resource management and internal marketing in Indian call centres. The data available from the UK Data Archive are from the second phase of research which aimed to gain an in-depth understanding about the nature of internal marketing strategies of various types of call centres operating in India. A self-completion questionnaire was administrated to three major business process outsourcing companies in India Further information about the research is available from the ESRC Award web page.

Main Topics:

The study explores the following themes in relation to front-line employees in Indian call centres: organisational commitmentservice qualityproductivityrewardsturnover intentions

Convenience sample

Postal survey