 ‘India calling to the far away towns’Phil Taylor and
Peter Bain
Work, Employment & Society, 2005, vol. 19, issue 2, 261-282 Abstract: In recent years prominent companies have migrated call centre services to India provoking much-publicized fears for the future of UK employment. This article challenges the widely-held assumption that offshoring voice services is a seamless undertaking, principally through an investigation of the Indian call centre labour process. This enquiry is informed initially by an analysis of the political-economic factors driving offshoring and shaping the forms of work organization to have emerged in India. A critical review of literature on call centre work organization provides a conceptual framework, through which Indian developments are analysed. Data comes from fieldwork conducted in India and a complete audit of the Scottish industry, through which UK trends can be evaluated. We conclude that the Indian industry reproduces in exaggerated and culturally-distinctive forms, a labour process that has proved problematical for employers and employees alike in the UK and elsewhere. Keywords: call centres; globalization; India; labour process; offshoring (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:sae:woemps:v:19:y:2005:i:2:p:261-282 Access Statistics for this article More articles in Work, Employment & Society from British Sociological Association |
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