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Technical call centres: beyond electronic sweatshops and assembly lines in the head
(2007-11-02)
Views on call centres as work systems represent a dichotomy. While, on the one hand, call centres are seen as
conforming to an engineering or mass service model, on the other hand, they are described as high commitment
service ...
Reconciling dichotomous demands: telemarketing agents in Bangalore and Mumbai, India
(2007-11-08)
Though outsourcing has created enormous employment potential in India’s information technology enabled
services/business process outsourcing (ITES/BPO) sector, the implications for employees remain to be
understood. The ...