The Next Available Operator: Managing Human Resources in the Indian Business Process Outsourcing Industry discusses managing people in the Indian call centre/ BPO sector. It features empirical research and conceptual advances, presented by well-known academics and researchers from around the world and captures the voices of key stakeholders. Apart from covering key individual aspects of human resource management in Indian call centres, such as work organization and employee attrition, it also provides a comparative perspective from call centres in the USA, UK, Canada and Australia.
The research data presented in the book offers fresh perspectives on call centres within a globalised business and work environment. It includes large scale employee survey results that help unearth the fundamental forces behind attraction and retention challenges threatening the future viability of global outsourcing strategies.
The editors present diversity of theoretical paradigms, methodological approaches and, ‘voices’ from the field. The book is a useful compendium of cutting-edge work on the HRM issues, challenges and strategies in the Indian call centre industry. It aims to deepen the reader's understanding of managing human resources in a new and fast growing industry (info services) and in a new context (off-shoring).
Chapter 5: Transnationalism in Indian Call Centres
Transnationalism in Indian Call Centres
Globalised work processes have fundamentally altered the ways in which labour markets are organised around the world. While recognising that the globalisation of work is far from a new trend, there has been much focus in the recent literature on the need to highlight the ways in which globalisation is actually ‘achieved’. Critiquing the construction of globalisation as an inevitable and irreversible process by which capitalism dominates nations, labour markets and households, Bergeron, for example, focuses on the ‘“gaps and margins” of the processes of global capitalism’ (2001: 999). Sassen, in a similar vein, notes the need to ‘shift emphasis to the practices that constitute what we call economic globalization and global control’ (2001:196, emphasis in ...