Call centre offshoring to India
Essay from the year 2006 in the subject Business economics - Personnel and Organisation, grade: A, University of Bradford, course: MBA, 19 entries in the bibliography, 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.
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Absence achieved addition analysis assignment Auditing authors background call centre agents call centre industry combination companies concerning conclude conducted consider contrast Control cost crucial cultural customers Deery described detailed developed world developing countries differences doubted economic factor Employment and Society extreme findings focus globalization hand Health Herzberg Higgs highlight Human Resource Management identified importance incentives Indian call centre influencing job satisfaction knowledge labour process lack of recognition leading linguistic literature located mainly Malhorta measures methods migration moral Moreover motivated Nasscom night offshoring of call offshoring to India opinion organization paper political and economic political environment possible problems process in call publish recognise Recruitment relocation repetitive requires responsibilities result savings sector service offshoring service quality Sewell-Staples skills social standardization stress sufficient suggest Taylor & Bain technologies theoretical Thompson training process UK Call Centres underlie voice service women workers workforce