ABSTRACT
This chapter aims to provide the context within which the Indian business process outsourcing (BPO) industry has developed; and highlights the nature of human resource management (HRM) systems prevalent to the BPO sector. It provides an overview regarding the rapid growth of the Indian BPO sector and the need to examine its HRM systems. The initial focus of the Indian BPO industry was on building a strong and reliable backbone and using technology as a selling point. The main activities or areas covered by the BPO in India include customer care, finance and administration, HR and payment services, engineering and design, animation, market research, network consultancy and management, remote education and content development, that is, digital content, R&D, LAN networks and application maintenance. All such problems are contributing to the increasing attrition and other HR-related problems in the Indian BPO sector.
