Essay --

The increasing number of strategic alliances in the era of globalization of business economy set a complex business environment. The watercourse organizational landscape is characterized by inter-disciplinary, inter-departmental, inter-cultural reportgroups or teams working towards a plebeian cause. These workgroups constitute a key element for organizational effectiveness. Workgroup diversity has gained more scholastic attention off late in the wake of internationalisation leading to people from different cultures, communities and other demographic socio-economic-political backgrounds participating at a common platform in the workforce. The last three decades, constitute witnesses world-shaking legislations coming up in different countries as a growing number of organizations promote equality and diversity at work (Knippenber & Schippers, 2007 Oleary & Weathington, 2006 Dickens, 2005).Previous research studies have proved that group diversity whitethorn influence group proces ses positively as well adversely. Therefore the invest attempts to answer the question regarding the processes that underlie the consequences of group diversity and how its challenges can be managed to exploit the advantage of the potential benefits. The effects of the changes in the workforce across the world are yet to be comprehended fully and the belief of diversity is still under different paradigms and meanings in both academician and organizational contexts (Franca et al. , 2010 Passos & Caetano, 2005 Herriot & Pemberton, 1995 Williams & Oreilly, 1998 Stahl et. al.2009,Syed & Murray, 2008).Appropriate management of diversity offers a mean to take a crap a competitory advantage for organizations (Kramar,1998 Cox & Blake, 1991) as it is associated with advantages like bro... ...e fit for catering to the diverse customer group. The group of call centre managers interviewed in the force field exhibited limited awareness regarding the issues related to the diversity manag ement. Consultancy services may be engaged to gain a deeper understanding of the subject and to serve up in the formulation of diversity management policies. CONCLUSION The goal of this study was to analyze the perspective of call centre managers on the issue of body of work diversity. It is clear from the procured information from the managers that the industry needs to travel a abundant road to embrace diversity as a source of competitive advantage. The industry is witnessing the increase in the diversity of customers and it can reap significant rewards from diversity management by tapping the increased capacity for creativity and renewing to cater to the needs of these customers.