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Engaging the professional: organising call centre agents in India
Author(s) -
Noronha Ernesto,
D'Cruz Premilla
Publication year - 2009
Publication title -
industrial relations journal
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.525
H-Index - 3
eISSN - 1468-2338
pISSN - 0019-8692
DOI - 10.1111/j.1468-2338.2009.00522.x
Subject(s) - call centre , business , public relations , management , political science , telecommunications , computer science , economics
The extremely challenging external environment poses numerous challenges to union formation among call centre agents in India. Complicating matters is the acquired professional identity of call centre agents. In this scenario, the union organising call centre employees envisaged that partnership with employers was the only possibility acceptable to call centre agents, employer organisations and society at large, enabling them to regain some acceptability and credibility for the heretofore tainted Indian trade union movement.