Abstract

  
 

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The Next Available Agent: Work Organisation in Indian Call Centres


Mohan Thite


Griffith University

Bob Russell


Griffith University

New Technology, Work and Employment, Vol. 25, Issue 1, pp. 2-18, March 2010

Abstract:     
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.

Number of Pages in PDF File: 17

Accepted Paper Series


Date posted: February 22, 2010  

Suggested Citation

Thite, Mohan and Russell, Bob, The Next Available Agent: Work Organisation in Indian Call Centres. New Technology, Work and Employment, Vol. 25, Issue 1, pp. 2-18, March 2010. Available at SSRN: http://ssrn.com/abstract=1555988 or http://dx.doi.org/10.1111/j.1468-005X.2009.00235.x

Contact Information

Mohan Thite (Contact Author)
Griffith University ( email )
Parklands Drive
Southport, Queensland QLD 4215
Australia
Bob Russell
Griffith University ( email )
Southport, QLD 4111 QLD 4215
Australia
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