The experience of work in India's domestic call centre industry

Taylor, Phil and D'Cruz, Premilla and Noronha, Ernesto and Scholarios, Dora (2013) The experience of work in India's domestic call centre industry. International Journal of Human Resource Management, 24 (2). pp. 436-452. ISSN 0958-5192

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Abstract

Research on Indian call centres has focused almost exclusively on international-facing operations, at the expense of its domestic sub-sector, which is driven by different economic dynamics, namely the expanding Indian ‘new economy’ and the growth of discretionary spending by the country's new middle class. The paper breaks new ground with its detailed examination of the experience of work in this domestic sector and draws upon extensive employee survey and interview data. The findings demonstrate that Indian domestic work lies at the extreme quantitative end of the call centre spectrum – its employees subject to tight controls, extensive work hours and authoritarian management practices in common.

Author(s):Taylor, Phil ORCID logoORCID: https://orcid.org/0000-0001-8842-5350, D'Cruz, Premilla, Noronha, Ernesto and Scholarios, Dora ORCID logoORCID: https://orcid.org/0000-0002-3962-3016
Item type:Article
ID code:15319
Keywords:call centre employment, indian call centres, call centre work, indian economy, india, call centres, work intensity, labour process, work organisation, Social Sciences (General), Organizational Behavior and Human Resource Management, Strategy and Management, Management of Technology and Innovation
Subjects:Social Sciences > Social Sciences (General)
Department:Strathclyde Business School > Work, Organisation and Employment
Depositing user: Professor Philip Taylor
Date deposited:04 Feb 2010 10:43
Last modified:22 Nov 2019 05:07
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URI:https://strathprints.strath.ac.uk/id/eprint/15319
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