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Indian call centres and business process outsourcing : a study in union formation

Taylor, P. and D'Cruz, P. and Noronha, E. and Scholarios, D. (2009) Indian call centres and business process outsourcing : a study in union formation. New Technology, Work and Employment, 24 (1). pp. 19-42. ISSN 0268-1072

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Abstract

In this exploratory study of union formation in the Indian call centre/business process outsourcing sector, the authors draw upon evidence from the first detailed survey of members of the recently formed UNITES, and from extensive interviews. This paper engages with mobilisation theory and analyses of trade union formation.