Abstract
India is an important Information Technology Enabled Services (ITES) destination and undisputed leader in the world with respect to Call Center industry. Since call center forms an important constituent of ITES, the paper presents a brief account of ITES in therst part while a detailed analysis of economic and social implications and sustainability of call center jobs have been discussed in the latter part. In spite of the hey salary and other service benets in the call center jobs, there exists high rate of attrition in call center industry. �e study aims to understand why the call centers jobs are not sustainable and what may be the probable reasons for it. �e paper is based on the perception of call center employees. For this purpose, the data was generated through aeld survey which was carried out in call centers located in the National Capital Region of Delhi. �e study reveals that the monotonous and stressful nature of work, disruption in social and family life and lack of career growth may be held major factors for low sustainability in call center jobs in India.
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