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.
Table of Contents
- Summary of the reviewed article
- Analysis of findings and practical implications
- Assessment of the used methods
Objectives and Key Themes
The primary objective of this article is to analyze the work organization and labor process in call centers, with a particular focus on the recent trend of offshoring voice services to India. The authors aim to understand the economic, political, and social factors driving this migration, as well as the potential implications for both the UK and Indian workforces.
- The economic drivers behind call center offshoring to India, including cost savings and the perceived advantages of the Indian workforce.
- The impact of offshoring on the work organization and labor process within Indian call centers, including the potential for cultural and linguistic challenges.
- The ethical considerations surrounding offshoring, particularly with regard to the potential exploitation of workers in developing countries.
- The challenges faced by Indian call center workers, including high pressure, stress, and health issues.
- The need for effective recruitment and training programs to address the challenges of cultural and linguistic differences.
Chapter Summaries
- Summary of the reviewed article: This section introduces the article's main focus on the analysis of call center work organization and the recent shift of voice services to India. It highlights the concerns about UK employment and examines the economic and political factors contributing to this migration. The authors argue that offshoring reproduces existing labor process issues and can exacerbate them due to cultural differences, questioning the notion of a seamless transition.
- Analysis of findings and practical implications: The authors explore the economic factors driving offshoring, including significant cost savings. They discuss the perceived advantages of the Indian workforce, including their perceived speed, numeracy skills, motivation, and education levels. However, they emphasize that cost savings alone are not sufficient, highlighting the importance of labor substitutability and the need for skilled workers in the foreign country. This section also discusses the challenges associated with cultural and linguistic differences, as well as the potential for work-related stress and health issues for Indian call center agents. The article concludes by recommending further research and the application of theoretical frameworks to better understand the complexities of call center work and its implications for workers in both developed and developing countries.
Keywords
This article explores the complex world of call center offshoring, focusing on the migration of voice services from the UK to India. The key themes include cost efficiency, labor process, cultural differences, linguistic challenges, ethical considerations, and the impact on both the UK and Indian workforces. The authors draw upon a range of concepts, including Taylorism, cultural globalization, and the significance of training and development programs. The article highlights the need for further research and the application of theoretical frameworks to better understand the implications of this global shift in the service sector.
- Quote paper
- Andreas Klein (Author), 2006, Call centre offshoring to India, Munich, GRIN Verlag, https://www.grin.com/document/69456
