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Recommendations For Increased Productivity: Mumbai Call Center

MUMBAI, INDIA CALL CENTER: RECOMMENDATIONS FOR INCREASED PRODUCTIVITY

Submitted to: Sharon Johnson, Vice President
On July 14, 2005

Submitted by: Justin Sheets, Operations Director

INTRODUCTION

At your request, I have investigated the circumstances behind the diminished call capacity, operational mistakes, and customer complaints originating out of the call center in Mumbai, India. As internal records detail, these issues have continued to affect the call center and remain unmitigated despite recent managerial reorganization. While the problem of employee productivity remains in the forefront, it is important to note that the issue is systemic of much larger issues relating to the workplace and current company guidelines.

To that end, I have investigated other variables that may be affecting the call center. Much of the research gathered has focused on similar situations at other foreign-based corporations housing local operations in the greater Mumbai area. Additional information was obtained through Change Management Consulting & Training, LLC (CMCT), a firm that specializes in providing assessment of organizational culture as well as the integration of business management and cross-cultural training in foreign settings.

ASSESSING THE IMPACT ON THE MUMBAI CALL CENTER

One of the main issues affecting the reduced productivity in the call center has been the high rate of turnover in the office. Company statistics indicate that turnover rates at the call center have averaged 22 percent in the six month period that the call center has been operating. This alone is cause for concern, as the center is often operating with a reduced workforce as well as increasingly diverting the resources of the staff towards training new hires.

According to the Associated Press, India could be running a deficit of skilled workers in the range of one quarter of one million in the next four years (Srinivasan). It is imperative that the Mumbai call center...