Call centers in India face challenges

The article talks about problems that India faces in Business Process Outsourcing Industry with the workers. Call centers lack shortage of well educated staff and young people. According to Barney, resources include its fundamental financial, physical, individual and organizational capital attributes. In the "Call Centres in India face challenges" case the resources are survival where they make sure to have some qualified workers and well-educated young people, plus India’s unique combination of manpower and English language skills.On the other hand, Capabilities according to Barney, include only those internal attributes that enable the firm to coordinate and exploit its other resources. In the call centers in India case, the capabilities are that the CCAI with the Confederation of Indian Industry have launched a training program. It will offer a standardised qualification for new BPO workers: improving English, "neutralising" accents, teaching some computer skills and so on. Moreover, “Nasscom, a lobby for the software and services industry, is also introducing an "assessment and certification" programme for would-be employees”. Such methods should cut costs, ease wage pressures and help keep offenders out. Another capability is that “Indian firms grew in parallel with their mostly American clients. Engineering colleges, in-house trainers and private institutes kept pace with demand”. All these resources and capabilities gave call centers in India a temperory competitive advantage because they are valuable and rare, but is costly to imitate. Baron mentioned in his article some non market issues, such as fraud scandals, overnight working shifts and abuses. The issue in this case is that firms do not always check staff references at once, while the institution is Call center businesses and industry itself represented. It helped workers to improve their English, get rid of accent and get acquainted better with the use of computer. The interests in this case are Call center businesses and industry itself represented.