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.

ORCID iDs

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
    Dates:
    Date
    Event
    January 2013
    Published
    1 June 2011
    Published Online
    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:20 Jan 2021 18:18
    Related URLs:
    URI:https://strathprints.strath.ac.uk/id/eprint/15319
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