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In 2015, the Supreme Court of India directed the Government of India to confer the citizenship right to the Chakma refugees, who settled in North-Eastern States in India. Arunachal Pradesh, the former North Eastern Frontier Agency, holds a large number of Chakma refugees who had migrated to India from the erstwhile East Pakistan during the late 1960s. The present benevolent approach of the Government of India towards this ethno-refugee community is having domestic as well as external implication in the backdrop of rampant deportation of refugees from its neighbouring state, Bangladesh. Mere citizenship right may result in the administrative integration of the Chakmas but could not resolve their crises as alien versus indigenous debate intensifies the refugee crises today. Over the decades, political alienation of the Chakma refugees extended their sense of deprivation and marginalization. A separate perspective is required to assess the Chakmas’ claim that they are after all not alien to India since their ancestral land Chittagong Hill Tracts were under Indian territory and they have had a deep allegiance to this territory because of India's accommodative pluralistic outlook and multi-ethnic characters. Permanent means of livelihood, legal rights over land holding and bridging social capital would help ethnic integration, not merely ‘limited’ citizenship right. This study from ethno-political perspective would assess the crises of the Chakma refugees in Arunachal Pradesh in India.

This paper aims to present a hybrid approach to measure the efficiency of virtual contact centers (VCCs) started during the pandemic and benchmark them for service performance. The results are used to plot the VCC's efficiency score (performance) and customer perception (Importance) to propose appropriate strategies.

Using the survey method, 854 responses were collected from customers who used VCC services during the pandemic. This data was then employed to assess the performance of VCCs using SERVPERF and DEA methods, followed by the development of the model for performance analysis.

Results reveal the ranking of different VCCs started during the pandemic for the telecom company using SERVPERF and DEA methods. Further, the performance analysis model highlighted the strategies appropriate for each VCCs.

The findings add to the body of knowledge on how multiple service units of a large organization can assess service efficiency utilizing a combination of SERVPERF-DEA. The present work also contributes to the performance analysis field by proposing a model to assess the service centers and provide improvement guidelines.

The work is one of the first to assess the service efficiency of the VCCs started during the pandemic by using a unique hybrid approach of SERVPERF and DEA. This approach provides a direction to whom to benchmark and to what degree service quality should be improved. Further, the study proposes a unique performance analysis model based on performance scores and customer perception.