The next available agent: Work organisation in Indian call centres
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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.
New Technology, Work and Employment
Copyright 2010 Blackwell Publishing Ltd. This is the pre-peer reviewed version of the following article: The next available agent: Work organisation in Indian call centres, New Technology, Work and Employment Vol. 25(1), 2010, pp. 2-18, which has been published in final form at http://dx.doi.org/10.1111/j.1468-005X.2009.00235.x.