ISSN (Print) - 0012-9976 | ISSN (Online) - 2349-8846
-A A +A

Organising Call Centre Agents: Emerging Issues

Organisations in the information technology enabled services sector have been very successful in using exclusivist and inclusivist strategies to keep unions at bay. These strategies have reinforced the notion of culturalism that aims at winning the "hearts and minds" of employees, by managing what they think and feel, and not just how they behave. The objective is to illustrate how these management strategies play out in call centres in India. The article is based on interviews carried out with call centre employees in Bangalore.

Subscribers please login to access full text of the article.

New 3 Month Subscription
to Digital Archives at

826for India

$50for overseas users

Get instant access to the complete EPW archives

Subscribe now

Comments

(-) Hide

EPW looks forward to your comments. Please note that comments are moderated as per our comments policy. They may take some time to appear. A comment, if suitable, may be selected for publication in the Letters pages of EPW.

Back to Top