Employee Identity in Indian Call Centres: The Notion of Professionalism (Response Books)

This one-of-its-kind book, Employee Identity in Indian Call Centres: The Notion of Professionalism? presents the lived experience of call center agents, and the perspectives of managers and trade unionists regarding employee experiences in the international call centers in Mumbai and Bangalore in India. 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. The book underscores how employee identity is defined by the notion of professionalism. Inculcated in agents by employer organizations, professional identity is invoked as a means of gaining employee commitment to the realization of organizational goals in a bid to ensure competitive advantage. While professional identity is associated with a host of privileges, it not only results in agents justifying and complying with organizational requirements and absorbing job-related strain but also precludes agents'engagement with collectivist endeavours aimed at representing and protecting their interests, causing the nascent trade union movement in this sector to reinvent itself. While employer organizations thus rely on the notion of professionalism to achieve organizational ends, they admit to discrepancies in the enactment of professionalism, indicating the presence of rhetoric. Providing new and holistic insights gained via rigorous academic research, this book is of value to HR and OB professionals and scholars, industrial relations experts, sociologists, psychologists and trade unionists, as well as readers interested in India's ITES-BPO sector. Contents......Page 6 List of Tables......Page 7 List of Abbreviations......Page 8 Preface......Page 11 Acknowledgements......Page 13 Call Centres as Workplaces......Page 15 The Call Centre Industry in India......Page 47 The Research Process......Page 73 Professionalism as Lived Experience......Page 86 Professionalism and the Reinvention of the Trade Union Movement......Page 125 Professionalism Contested......Page 145 Final Word......Page 171 References......Page 180 Index......Page 193 About the Authors......Page 199 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. Ernesto Noronha, Premilla D'cruz. Includes Bibliographical References And Index.