Borders in Service: Enactments of Nationhood in Transnational Call Centres
University of Toronto Press, Jan 1, 2016 - Call centers - 278 pages
Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work.In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.
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Part 1 Call Centres as Building Blocks for Narratives of the Nation State
Part 2 Constructing Nationally Appropriate and Inappropriate Workers
Part 3 Caught in the Middle Labours of Borders and Crossings