Employee identity in Indian call centres: the notion of professionalism

By:

Noronha, Ernesto; Cruz, Premilla D

Material type: Text

TextPublication details: 2009 Sage Publications New DelhiDescription: xiii, 184p 22 cm ; PbkISBN:

978-8132100799

Subject(s):

Professional management Call centres Industry Call centres - India Business Call centers

Contents:

Call centres as workplaces -- The call centre industry in India -- The research process -- Professionalism as lived experience -- Professionalism and the reinvention of the trade union movement -- Professionalism contested -- Final word.

Summary: Based on a series of qualitative inquiries exploring employee experiences of work in international facing call centres in Mumbai and Bangalore, India, this book presents the lived experience of call centre agents, coupled with managers' perspectives and trade unionists' viewpoints

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode
Books	H.T. Parekh Library	GSB Collection	331.761381 NOR (Browse shelf(Opens below))	Available		39256

Rs.395/-

Call centres as workplaces --
The call centre industry in India --
The research process --
Professionalism as lived experience --
Professionalism and the reinvention of the trade union movement --
Professionalism contested --
Final word.

Based on a series of qualitative inquiries exploring employee experiences of work in international facing call centres in Mumbai and Bangalore, India, this book presents the lived experience of call centre agents, coupled with managers' perspectives and trade unionists' viewpoints

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