Call Centre Books & BPO Books

  1. Some Method Some Madness: Managing BPO in India
    by Ankur Mithal, Tata McGraw Hill Education, ISBN-10 1259028208, ISBN-13 9781259028205
  2. A Guide to Global Sourcing – Offshore Outsourcing and Other Global Delivery Models
    by Elizabeth Anne Sparrow, The British Computer Society, ISBN-10: 1-902505-61-1 ISBN-13: 978 1 902505 61 9
  3. The Services Shift: Seizing the Ultimate Offshore Opportunity
    Outsourcing in the services sector might seem like a sea change, but it really just continues previous trends, according to Robert Kennedy, executive director of the William Davidson Institute, and Ajay Sharma, professor of business administration, at the University of Michigan’s Ross School of Business. The two have written a book, “The Services Shift: Seizing the Ultimate Offshore Opportunity”, which outlines the opportunities they see for managers
  4. Business Process Outsourcing
    Oh! BPO-Structure and Chaos, Fun and Agony

    V Anandkumar and Subhasish Biswas
    Pages: 248
    Paper: Rs 195.00
  5. Offshoring IT Services: A framework for managing outsourced projects
    by K Mohan Babu
    McGraw Hill, India, 2006
  6. Law of Business Process Outsourcing
    by Pavan Duggal, Advocate Supreme Court of India
  7. Offshore: How India Got Back on the Global Business Map
    by Gaurav Rastogi, Basab Pradhan. ISBN 0670085049, ISBN-13 9780670085040, 978-0670085040
  8. Rising Elephant
    by Ashutosh Sheshabalaya, Common Courage Press (September 2004), ISBN: 156751295X, Buy Now!
  9. What’s This India Business?
    Offshoring, Outsourcing and the Global Services Revolution
    by Paul Davies, Nicholas Brealey Publishing (Spring 2004), ISBN: 185788 3454
  10. The Offshore Nation
    by Atul Vashistha & Avinash Vashistha
    Publisher: Tata McGraw-Hill
  11. Outsourcing to India (See review)
    by Mark Kobayashi-Hillary, Springer, ISBN: 3-540-20855-0
  12. The Call Center Dictionary
    The Complete Guide to Call Center and Customer Support Technology Solutions
    3rd Edition
    by Madeline Bodin & Keith Dawson, CMP Press 2002, ISBN: 1-57820-095-4
  13. Getting Started with HIPAA
    by Uday O Ali Pabrai, Muska & Lipman Press
    ISBN: 1-59200-054-1
  14. Inside Outsourcing (See review)
    by Charles L. Gay, James Essinger
    ASIN: 1857882040
  15. The Experience
    How to Wow Your Customers and Create a Passionate Workplace
    by Lior Arussy, CMP Press 2002, ISBN: 1-57820-306-6
  16. The Complete Guide to Customer Support
    How to Turn Technical Assistance Into a Profitable Relationship
    by Joe Fleischer & Brendan Read, CMP Press 2002, ISBN: 1-57820-097-0
  17. Maximizing Call Center Performance
    136 Innovative Ideas for Increasing Productivity and Customer Satisfaction
    by Madeline Bodin, CMP Press 1999, ISBN: 1-57820-026-1
  18. Tele-Stress: Relief for Call Center Stress
    2nd Edition
    by Stephen Coscia, CMP Press 1998, ISBN: 1-57820-029-6
  19. Strategic Outsourcing: A Structured Approach to Outsourcing Decisions and Initiatives
    by Maurice F. Greaver
    ISBN: 0814404340
    Publisher: American Management Association; (February 1, 1999)
  20. Successful It Outsourcing: From Choosing a Provider to Managing the Project (Practitioner Series)
    by Elizabeth Sparrow, Springer-Verlag Telos (August 1, 2003), ISBN: 1852336102
  21. Customer Service Over the Phone
    Techniques and Technology for Handling Customers Over the Phone
    5th Edition
    by Stephen Coscia, CMP Press 1999, ISBN: 1-57820-046-6
  22. Designing the Best Call Center for Your Business
    A Complete Guide for Location, Services, Staffing, and Outsourcing
    by Brendan B. Read, CMP Press 2000, ISBN: 1-57820-063-6
  23. Business Process Management (BPM): The Third Wave
    by Howard Smith, Peter Fingar
    ISBN: 0929652339
  24. The Complete Help Desk Guide
    by Mary Lenz, CMP Press 1996, ISBN: 0-936648-96-1
  25. A Practical Guide to Call Center Technology
    Select the Right Systems for Total Customer Satisfaction
    by Andrew J. Waite, CMP Press 2002, ISBN: 1-57820-094-6
  26. Call Center Savvy
    How to Position Your Call Center for the Business Challenges of the 21st Century
    by Keith Dawson. CMP Press 1999, ISBN: 1-57820-050-4
  27. The Call Center Handbook
    The Complete Guide to Starting, Running, and Improving Your Call Center
    5th Edition
    by Keith Dawson. CMP Press 2003, ISBN: 1-57820-305-8
  28. Offshore Outsourcing: Business Models, ROI and Best Practices [Second Edition]
    by Marcia Robinson and Ravi Kalakota. Mivar Press 2004, ISBN: 0974827010
  29. Offshore Outsourcing: Path to New Efficiencies in It and Business Processes
    by Nandu Thondavadi, George Albert, Dr Nandu Thondavadi, Authorhouse (March 2004), ISBN: 1414055145
  30. The Contracting Organization: A Strategic Guide to Outsourcing
    by Simon Domberger, Oxford University Press (March 1, 1999), ISBN: 0198774575
  31. Intelligent IT Outsourcing: Eight Building Blocks to Success
    Butterworth-Heinemann (September 30, 2003), ISBN: 0750656514
  32. Global Information Technology Outsourcing: In Search of Business Advantage
    by Mary C. Lacity, Leslie P. Willcocks, Mary Cecelia Lacity, Leslie Willcocks, John Wiley & Sons (January 15, 2001), ISBN: 0471899593
  33. Offshore Ready – Strategies to Plan & Profit from Offshore IT-Enabled Services, Second Edition
    by Stuart Morstead and Greg Blount. American Productivity & Quality Center, ISBN 1932546243
    A primer on “offsourcing” and focuses mainly on India.
  34. Business Process Outsourcing: Process, Strategies, and Contracts (with disk)
    by John K. Halvey, Barbara Murphy Melby
  35. Shared Services: Mining for Corporate Gold
    by Barbara Quinn, Robert Cooke, Andrew Kris, Robert S. Cooke. Financial Times Prentice Hall, ISBN 0273644556
    Provides an understanding of what shared service is. Outlines how to assess its viability for an organization and how to proceed with planning and implementing it.
  36. Business Process Outsourcing : Process, Strategies, and Contracts
    by John K. Halvey, Barbara Murphy Melby, John Wiley & Sons (April 16, 1996), ISBN: 0471122459
  37. Information Technology Outsourcing Transactions: Process, Strategies, and Contracts
    by John K. Halvey, Barbara Murphy Melby, John Wiley & Sons Inc; Reissue edition (March 1, 1998), ASIN: 0471167770
  38. Outsourcing : A Guide to…Selecting the Correct Business Unit…Negotiating the Contract…Maintaining Control of the Process
    by Steven M. Braggs, John Wiley & Sons (July 13, 1998), ISBN: 0-47124-728-6
  39. Business Process Change: A Manager’s Guide to Improving, Redesigning, and Automating Processes
    by Paul Harmon, Morgan Kaufmann (December 18, 2002), ISBN: 1-5586-0758-7
  40. Redefining Financial Services: The New Renaissance in Value Propositions
    by Joseph A. Divanna, Palgrave MacMillan (September 6, 2002), ISBN: 0-3339-9552-X

General Books About India

  1. The Knowledge Economy in India
    by Frank-Jürgen Richter, Richter Frank-Jurgen, Parthasarathi Banerjee, Palgrave Macmillan Ltd (Jan 2003), ISBN: 1-4039-0110-4
  2. When Cultures Collide
    by Richard D Lewis, Nicholas Brealey Publishing (1999), ISBN: 1-8578-8087-0

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