Why Do Off‐Shored Indian Call Centre Workers Want to Leave Their Jobs?

15 Pages Posted: 12 Nov 2013

See all articles by Stephen Deery

Stephen Deery

University of London - King's College - Department of Management

Vandana Nath

University of London, King's College London, Department of Management

Janet Walsh

University of London - King's College - Department of Management

Date Written: November 2013

Abstract

Employee turnover is a major problem in off‐shored Indian call centres. Agents who service Western customers often face hostility and racial abuse because of who they are and where they are located. A substantial part of job‐related training focuses on teaching employees to manage their identity and modify their accent. Based on a sample (n = 211) of Indian call centre workers servicing international customers, we explore these issues and investigate how they affect employee turnover intentions. The study utilises Taylor and Bain's (2005) distinction between factors particular to the Indian context and those more generic to the call centre labour process to better understand the drivers of turnover. We found that a number of distinctive factors including accent modification difficulty, stigma consciousness, racial abuse and perceived favouritism were associated with turnover intentions. The study also revealed that certain job‐related factors related to intentions to leave, including routinisation and poor promotional opportunities.

Keywords: call centres, India, turnover intentions, off‐shoring, transnational service work

Suggested Citation

Deery, Stephen and Nath, Vandana and Walsh, Janet, Why Do Off‐Shored Indian Call Centre Workers Want to Leave Their Jobs? (November 2013). New Technology, Work and Employment, Vol. 28, Issue 3, pp. 212-226, 2013, Available at SSRN: https://ssrn.com/abstract=2353172 or http://dx.doi.org/10.1111/ntwe.12013

Stephen Deery (Contact Author)

University of London - King's College - Department of Management ( email )

150 Stamford Street
London, SE1 9NN
United Kingdom
0207-848-4181 (Phone)
0207-848-4181 (Fax)

HOME PAGE: http://www.kcl.ac.uk/depsta/pse/mancen/staff/stephen_deery.htm

Vandana Nath

University of London, King's College London, Department of Management ( email )

150 Stamford Street
London, SE1 9NN
United Kingdom

Janet Walsh

University of London - King's College - Department of Management ( email )

150 Stamford Street
London, SE1 9NN
United Kingdom

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