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Union formation in the Indian call centre/BPO industry

Taylor, P. and D'Cruz, Premilla and Noronha, Ernesto and Scholarios, Dora (2009) Union formation in the Indian call centre/BPO industry. In: The Next available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry. Sage, New Delhi. ISBN 9788178299327

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    Abstract

    The 'globalisation' of business services facilitated by Information and Consultation Technologies has accelerated at breathtaking pace. The relocation of interactive service work and an expanding range of back-office processes from the so-called developed countries of the global north to the developing countries of the global south increasingly constitutes a core element in corporate strategies. The widespread usage of the term global service delivery reflects the transformative role played by TNCs and the intervention of states in extending the reach of capital accumulation and in re-configuring service supply chains to multiple geographies. In this rapidly unfolding global landscape where, amongst others, the Philippines, South Africa, Latin American and Eastern Europe states are emerging destinations, India remains pre-eminent, accounting for 46 per cent of global business process outsourcing (BPO) (Nasscom-McKinsey 2005). According to an influential survey, India 'still offers an unbeatable mix of low costs, deep technical and language skills, mature vendors and supportive government policies' (Walker and Gott 2007: 29).

    Item type: Book Section
    ID code: 15320
    Keywords: india, bpo, call centres, trade unionism, trade unions, human resource management, Social Sciences (General), Management. Industrial Management
    Subjects: Social Sciences > Social Sciences (General)
    Social Sciences > Industries. Land use. Labor > Management. Industrial Management
    Department: Strathclyde Business School > Human Resource Management
    Related URLs:
    Depositing user: Professor Philip Taylor
    Date Deposited: 05 Feb 2010 12:55
    Last modified: 12 Mar 2012 15:22
    URI: http://strathprints.strath.ac.uk/id/eprint/15320

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