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Call Centre as an Emerging Work Space – A Study of its Workers in Indian Context

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  • B.Devi Prasad

Abstract

An attempt is made in this paper to understand the different dimensions of the call centre as an emerging workspace. The paper provides a critical narrative of the profile of respondents (N=22), nature of work, work stress and impact on health, earnings, education, work-family interface and the socio-cultural alienation among the workers. It makes use of the respondents’ experiences and their reflections on their experiences to understand the various dimensions and impact of work in call centres.

Suggested Citation

  • B.Devi Prasad, 2015. "Call Centre as an Emerging Work Space – A Study of its Workers in Indian Context," Working Papers id:7806, eSocialSciences.
    • Handle: RePEc:ess:wpaper:id:7806
    Note: Institutional Papers
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    References listed on IDEAS

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    1. Jill Rubery & Carilyn Carroll & Fang Lee Cooke & Irena Grugulis & Jill Earnshaw, 2004. "Human Resource Management and the Permeable Organization: The Case of the Multi‐Client Call Centre," Journal of Management Studies, Wiley Blackwell, vol. 41(7), pages 1199-1222, November.
    2. Dossani, Rafiq & Kenney, Martin, 2003. "Went for Cost, Stayed for Quality?: Moving the Back Office to India," UCAIS Berkeley Roundtable on the International Economy, Working Paper Series qt0b7764tt, UCAIS Berkeley Roundtable on the International Economy, UC Berkeley.
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