Women working in call centers in Chandigarh and Ludhiana problems and challenges

Abstract

In the last few decades, the call centre industry in India has grown, and the representation of women in call centres have also increased exponentially. The field setting for the study was 30 call centres located in the two cities of Chandigarh and Ludhiana. The multidisciplinary nature of research in women s studies discipline necessitates the use of multiple methodologies, henceforth, multiple research methodologies and research methods were applied. newlinePrimary as well as secondary data was used for the study. This study is explanatory in nature, and primary data was collected through qualitative and quantitative methodologies. Apart from primary data, secondary data in the form of books, research journals, research reports, internet websites, was used for the study. Qualitative data was collected through 15 case studies of women customer relationship managers and 4 case studies of the men customer relationship managers for an indepth analysis of the problems and challenges they have faced at the call centres. Also, 97 oral narratives were gathered from the women customer relationship managers. In addition, focus group and non-participant observation method, was also used for the study. Focus group was conducted with 20 human resource managers to understand the work environment and the gender inclusive policy of the organization if any. newlineThe remedial strategies for intervention are more gender sensitized workplace, providing better facilities at the call centres, minimum and maximum limit of attending calls, Break time and the number of breaks must be increased as per needs of the employees, provision of counsellors, equal salary and zero-tolerance for abusive customers on telephone and, perpetrators of sexual harassment.