Hope to Despair: The Experience of Organizing Indian Call Centre Employees
Published: 2013
Author(s) Name: Premilla D’Cruz, Ernesto Noronha |
Author(s) Affiliation: Premilla D’Cruz is Associate Professor and Ernesto Noronha is professor at IIM Ahmedabad.
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Abstract
The rapid growth of India’s IT
Enabled Service-Business Process
Outsourcing (ITES-BPO)
sector has drawn the attention of
several researchers whose foci
have spanned varied aspects.
This paper analyses whether
UNITES really lived up to its
reputation of being a torch
bearer in organizing call centre
employees and how its strategies
were influenced by everyday
work context of call centre employees
and their socially constructed
identity of being professional.
The analysis is based
on extensive fieldwork over a
period of 8 years and in-depth
interviews with union officials
and more than 200 employees
working in the ITES-BPO sector
though this article focuses on
call centre employees.
Keywords: N.A.
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