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The next division of labour: work skills in Australian and Indian call centres

Author

Listed:
  • Bob Russell

    (Griffith University, Australia, bob.russell@griffith.edu.au)

  • Mohan Thite

    (Griffith University, Australia, M.Thite@griffith.edu.au)

Abstract

Using a comparative work force survey of Australian and Indian call centre workers, the question of whether the outsourcing of info-service work portends a new division of labour is addressed. Evidence is presented that the work conducted in both Australian and Indian call centres is semi-skilled in nature. Work in India is managed more tightly but also offers greater variety, while in terms of required skills call centre employment is comparable to that which is conducted `in-house' in Australia.The differences that exist are mainly to be found in the labour forces that perform the work. Labour force profiles in business process outsourcing give rise to contradictions that are specific to the Indian context.

Suggested Citation

  • Bob Russell & Mohan Thite, 2008. "The next division of labour: work skills in Australian and Indian call centres," Work, Employment & Society, British Sociological Association, vol. 22(4), pages 615-634, December.
    • Handle: RePEc:sae:woemps:v:22:y:2008:i:4:p:615-634
    DOI: 10.1177/0950017008096739
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    References listed on IDEAS

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    1. Paul Thompson & George Callaghan & Diane Broek, 2004. "Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 6, pages 129-152, Palgrave Macmillan.
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    Cited by:

    1. Bhaskar Vira & Al James, 2012. "Building Cross-Sector Careers in India's New Service Economy? Tracking Former Call Centre Agents in the National Capital Region," Development and Change, International Institute of Social Studies, vol. 43(2), pages 449-479, March.
    2. McGovern, Patrick, 2014. "Contradictions at work: a critical review," LSE Research Online Documents on Economics 45188, London School of Economics and Political Science, LSE Library.
    3. Chris Benner & Ferran Mane, 2011. "From Internal to Network Labor Markets? Insights on New Promotion Processes from the Call Center Industry," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 50(2), pages 323-353, April.

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