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| Titre : | India calling to the far away towns: the call centre labour process and globalization (2005) |
| Auteurs : | Phil Taylor ; Peter Bain |
| Type de document : | Article : texte imprimé |
| Dans : | Work, employment and society (vol. 19, n° 2, June 2005) |
| Article en page(s) : | pp. 261-282 |
| Langues: | Anglais |
| Catégories : |
Thésaurus CEREQ CENTRE D'APPEL ; ECONOMIE MONDIALE ; INDE |
| Résumé : | 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. |
| Document Céreq : | Non |
| En ligne : | https://doi.org/10.1177/0950017005053170 |
