Can you imagine the pressures and demands that go into the job of a Customer Service Representative (CSR) in a call centre? The incidence of job burnout among call centre CSRs is extremely high. Job Burnout is "a syndrome of emotional exhaustion, depersonalization, and reduced personal accomplishment that can occur among individuals who do people work of some kind". As part of the global industry, call centres in India have experienced spectacular growth in the last few years. However, there is hardly any detailed and systematic understanding of the management practices and...