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The next available agent: work organisation in Indian call centres
Author(s) -
Thite Mohan,
Russell Bob
Publication year - 2010
Publication title -
new technology, work and employment
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.889
H-Index - 45
eISSN - 1468-005X
pISSN - 0268-1072
DOI - 10.1111/j.1468-005x.2009.00235.x
Subject(s) - call centre , work (physics) , business , perception , process (computing) , labour economics , industrial organization , operations management , public relations , knowledge management , engineering , economics , computer science , telecommunications , political science , psychology , mechanical engineering , neuroscience , operating system
We examine the employee perception of work organisation in four large Indian call centres to investigate causes of employee dissatisfaction and turnover. We find that profound mismatch between the offshored labour market and the labour process pose fundamental challenges that may not be susceptible to easy HR fixes.