Budhwar, Pawan, Malhotra, Neeru and Singh, Virender (2009) Work processes and emerging problems in Indian call centres. In: Thite, Mohan and Russell, Bob, (eds.) The next available operator : managing human resources in Indian business process outsourcing industry. London, U.K. : SAGE. pp. 59-82. ISBN 9788178299327
Official URL: https://doi.org/10.4135/9788132101260
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