Download or read book Call centre offshoring to India written by Andreas Klein and published by GRIN Verlag. This book was released on 2007-02-26 with total page 11 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essay from the year 2006 in the subject Leadership and Human Resources - Miscellaneous, grade: A, University of Bradford, course: MBA, language: English, abstract: This paper provides a critical review of Taylor, P., Bain, P. (2005). ‘”India calling to the far away towns”: the call centre labour process and globalization’, Work, employment and society, Vol. 19, No. 2, pp. 261-282.
Download or read book 1 800 Worlds written by Mathangi Krishnamurthy and published by Oxford University Press. This book was released on 2018-01-02 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Indian call centre employees work through the night, sleep during the day, and listen to foreign voices in accented tongues over transnational telephone connections. Through a description of the nightly and daily lives of call centre workers in the university town of Pune, India, 1–800–Worlds engages with the complex negotiations that underlie the ostensible success of new service economies. As the author shows, the call centre industry is neither insular nor singular but offers a set of symptoms that can help read changing forms of urban Indian middle-classness.
Download or read book Dead Ringers written by Shehzad Nadeem and published by Princeton University Press. This book was released on 2011-01-17 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: A vivid portrait of India’s outsourcing industry In the Indian outsourcing industry, employees are expected to be "dead ringers" for the more expensive American workers they have replaced—complete with Westernized names, accents, habits, and lifestyles that are organized around a foreign culture in a distant time zone. Dead Ringers chronicles the rise of a workforce for whom mimicry is a job requirement and a passion. In the process, the book deftly explores the complications of hybrid lives and presents a vivid portrait of a workplace where globalization carries as many downsides as advantages. Shehzad Nadeem writes that the relatively high wages in the outsourcing sector have empowered a class of cultural emulators. These young Indians indulge in American-style shopping binges at glittering malls, party at upscale nightclubs, and arrange romantic trysts at exurban cafés. But while the high-tech outsourcing industry is a matter of considerable pride for India, global corporations view the industry as a low-cost, often low-skill sector. Workers use the digital tools of the information economy not to complete technologically innovative tasks but to perform grunt work and rote customer service. Long hours and the graveyard shift lead to health problems and social estrangement. Surveillance is tight, management is overweening, and workers are caught in a cycle of hope and disappointment. Through lively ethnographic detail and subtle analysis of interviews with workers, managers, and employers, Nadeem demonstrates the culturally transformative power of globalization and its effects on the lives of the individuals at its edges.
Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Download or read book BPO sutra written by Sudhindra Mokhasi and published by . This book was released on 2009 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inside, you will find over 150 true stories. Most of them funny, many thought provoking, some touching, but all of them together attempting to provide an insight into the life and times of people working in India's BPO and Call Centres.
Download or read book Outsourcing to India written by Mark Kobayashi-Hillary and published by Springer Science & Business Media. This book was released on 2013-03-09 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: A day does not pass without a newspaper report about yet another company that has started outsourcing technology or other business processes to India. Managers across the world are beating a path to India because it is the global leader for offshore IT-enabled services. Many corporate leaders seek to reduce their costs. Many seek to improve service quality, but not many understand India on their first visit and some are confused by clashes of culture. This book aims to introduce India, the major players in the Indian service industry, the reasons why you should utilise India as an offshore outsourcing destination and the steps you need to take to find and work with a local partner. This book advises you on who is important, where they are and what they are doing in India. It will help you to avoid cultural clashes and smooth over the traumatic transition period once you decide outsourcing to India is the right strategic decision for your company.
Download or read book Outsourcing to India written by Mark Kobayashi-Hillary and published by Springer Science & Business Media. This book was released on 2004 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation. "This book aims to introduce India, the major players in the Indian service industry, the reasons why you should utilise India as an offshore outsourcing destination and the steps you need to take to find and work with a local partner." "The second edition has been completely revised with up-to-date information on the latest industry developments. Several chapters have been entirely restructured and two completely new chapters deal with the risks of outsourcing to India and the future prospects for the industry."--Jacket.
Download or read book Women Identity and India s Call Centre Industry written by J.K. Tina Basi and published by Routledge. This book was released on 2009-06-02 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the concept of globalised identities and the way in which agency is exercised over identity construction by women working in India’s transnational call centre industry. Drawing on qualitative empirical data and extensive original fieldwork, the book provides a nuanced analysis of the experiences of Indian women call centre workers and the role of women’s participation in the global labour market. The author uses social, cultural, and historical factors to create a framework for examining the processes of identity construction. Within this framework, the book explores the impact of the call centre labour process on the social landscape of urban centres in India and the way in which this has impacted upon transformations and shifts in society with relation to gendered, sexual, and generational relationships. Highlighting the significance of identity in a globalised world, the author argues that identity acts as one of the most powerful constructs in transforming global ‘scapes’ and flows of culture and economics. This book will be of interest to academics working on South Asia, gender and labour studies and issues of globalization, identity and social change.
Download or read book Offshoring and Working Conditions in Remote Work written by J. Messenger and published by Springer. This book was released on 2010-06-09 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: An historical context of the development of global outsourcing with case study analysis in four countries where the industry is large or growing. It provides policy advice from employers to policy makers on how the growth of good quality jobs can be ensured as this industry grows and matures around the world.
Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
Download or read book Critical Perspectives on Work and Employment in Globalizing India written by Ernesto Noronha and published by Springer. This book was released on 2017-03-30 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book showcases issues of work and employment in contemporary India through a critical lens, serving as a systematic, scholarly and rigorous resource which provides an alternate view to the glowing metanarrative of the subcontinent’s ongoing economic growth in today’s globalized world. Critical approaches ensure that divergent and marginalized voices are highlighted, promoting a more measured perspective of entrenched standpoints. In casting social reality differently, a quest for solutions that reshape current dynamics is triggered. The volume spans five thematic areas, subsuming a range of economic sectors. India is a pre-eminent destination for offshoring, underscoring the relevance of global production networks (Theme 1). Yet, the creation of jobs has not transformed employment patterns in the country but rather accentuated informalization and casualization (Theme 2). Indeed, even India’s ICT-related sectors, perceived as mascots of modernity and vehicles for upward mobility, raise questions about the extent of social upgrading (Theme 3). Nonetheless, these various developments have not been accompanied by collective action – instead, there is growing evidence of diminished pluralistic employment relations strategies (Theme 4). Emergent concerns about work and employment such as gestational surrogacy and expatriate experiences attest to the evolving complexities associated with offshoring (Theme 5).
Download or read book Language Put to Work written by Enda Brophy and published by Springer. This book was released on 2017-08-11 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: WINNER of The Gertrude J. Robinson Book Prize, awarded by the Canadian Communication Association, and the Canadian Association of Work and Labour Studies, Book of the Year Award. This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Download or read book Progress Towards the Knowledge Driven Economy written by Great Britain. Parliament. House of Commons. Trade and Industry Committee and published by The Stationery Office. This book was released on 2005-03-22 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 1998 White Paper 'Our competitive future: building the knowledge based economy' (CM 4176 ISBN 0101417624) proposed a ten year programme to enable the UK to close the productivity gap by exploiting the potential benefits of a modern knowledge driven economy. More than six years on, this report is a review of the progress that has been made. The topics covered include: UK performance since 1998; the development of new products, processes and services; science and knowledge research bases; knowledge transfer and exploitation; information and communication technologies, competition from low-cost economies. One of the conclusions is that although the UK's science and knowledge research bases and businesses are collaborating more frequently, the performance in knowledge exploitation has been disappointing and the relative position of the UK against the rest of the G7 has remained unchanged. Another conclusion is that although there is some evidence that outsourcing abroad can be beneficial, the Government should keep the trend under review in case there are strategic loses.
Download or read book Call Centre written by S. Pankaj and published by APH Publishing. This book was released on 2005 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.
Download or read book Strategic Operations Management written by Steve Brown and published by Routledge. This book was released on 2007-06-01 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a substantial new edition of a successful textbook which continues to have a sensible and 'easy to read' style. Each Chapter has a past/present/future theme with a real strategic approach. Strategic Operations Managment shows operations as combining products and services into a complete offer for the customer. Services are therefore seen as key and are integrated throughout the material in each chapter. Manufacturing, service supply and other key factors are all shown to be in place. In an era where companies are fond of talking about core competences but still struggle to understand their operations, this is an important for academics and practitioners alike. Only when managers understand their operations will they be able to leverage them into any sort of capabilities that will lead to competitive advantage. Online tutor resource materials accompany the book.
Download or read book The attractiveness of South Africa as offshore destination for call centre services written by Anita Hintringer and published by GRIN Verlag. This book was released on 2013-06-26 with total page 133 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2012 in the subject Business economics - Miscellaneous, grade: 1.0, , language: English, abstract: This research report is entitled: „An investigation into the attractiveness of South Africa as offshore destination for call centre services to the UK“. An important objective of this research report was to investigate the factors and key issues that determine South Africa’s attractiveness to deliver offshore call centre services to the UK, largely from the perspective of existing call centre outsourcers with their recent and first-hand experience and expertise in this industry. The ultimate objective was to determine the attractiveness of South Africa for UK call centre offshoring. To achieve the above, it was determined that a combination of qualitative, investigative research combined with a quantitative approach would be conducted with data gathering. Primary research was done by conducting in-depth interviews with individuals holding management positions with established call centre outsourcers in South Africa to determine the attractiveness of the location. Overall, it was found that South Africa is averagely attractive for UK call centre service offshoring. Outsourcers highlight that at present offshoring is, because of the global economic climate, a very difficult market to be in. However, if South Africa addresses challenges successfully (e. g. skills shortage in middle management) it can build the right foundation to grow the industry for the future. The location is attractive as it offers cost savings when compared to the UK client market but other locations outperform South Africa in this respect. Therefore, the location is only attractive for a UK niche market as a cheaper but nonetheless premium location that delivers additional benefits relevant to UK business which other locations do not offer. These can be found in service delivery and quality and South Africa’s alignment with Western industry standards.
