Paper Titles in Periodical
International Letters of Social and Humanistic Sciences
ILSHS Volume 66

Subscribe to our Newsletter and get informed about new publication regulary and special discounts for subscribers!

ILSHS > ILSHS Volume 66 > Challenges Posed by Alien Culture Diffusion for...
< Back to Volume

Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai

Full Text PDF


Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18 – 28 yrs in Mumbai. The nature of outsourced work along with the odd working hours in this industry leads to high employee attrition in the call centers. Job satisfaction, high levels of stress, health issues, employee safety and career prospects are some of the reasons cited by industry experts as some of the factors leading to absenteeism and high employee turnover. This study facilitates the understanding of the extent of impact of call center job profile and the related challenges that its poses to the employees of call centers.


International Letters of Social and Humanistic Sciences (Volume 66)
S. Hegde, "Challenges Posed by Alien Culture Diffusion for Employees of Call Centers in Mumbai", International Letters of Social and Humanistic Sciences, Vol. 66, pp. 81-95, 2016
Online since:
February 2016

[1] www. bpoindia. org.

[2] Babu P. Ramesh, Cyber Coolies in BPO, Economic and Political Weekly, January 31, (2004).

[3] K. A. Lewig and M. F. Dollard, Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers, European Journal Of Work And Organizational Psychology, p.366–392, 12 (4), (2003).

[4] Ernesto Noronha and Premilla D'cruz, Organizing Call Centre Agents: Emerging Issues, Economic and Political Weekly, p.2115 – 2121, May 27, (2006).

[5] Kode Ruyter, Martin Wetzels and Richard Feinberg, Role Stress in Call Centers: It's Effects on Employee Performance and Satisfaction, Journal Of Interactive Marketing, p.23 – 35, Volume 15, Number 2, Spring (2001).

[6] Divya C. McMillin, Outsourcing Identities – Call Centers and Cultural Transformation in India, Economic and Political Weekly, p.235 – 241, January 21, (2006).

[7] Christer Strandberg and Olof Wahlberg, All Call Centers are not electronic sweatshops, The Journal of E-working (www. eworkjournal. org), pp.116-136, Vol 1, December (2007).

[8] Cornell University, USA, University of Sheffield, UK and The Working Life Research Center, Austria, The Global Call Center Report, (2007).

[9] Ed Rose and Gillian Wright, Satisfaction and dimensions of control among call centre customer service representatives, The International Journal of Human Resource Management, p.136 – 160, Volume 16, Issue 1 January (2005).

[10] Fred Luthans, Organizational Behavior, (2007).

[11] Frederick F. Reichheld and W. Earl Sasser, Jr., Zero Defections: Quality Comes to Services, Harvard Business Review, October 01, (2000).

[12] ICMR Case Study, The Indian Call Center Journey, (2002).

[13] Jane Paul and Ursula Huws, 2nd draft report for the TOSCA project, Analytica Social and Economic Research Ltd, August, (2002).

[14] National Commission for Women's sponsored ASSOCHAM research study on Night Shift for Women – Growth and Opportunities, (2008).

[15] Preeti Singh and Anu Pandey, Women in Call Centers, Economic and Political Weekly, p.684 – 687, February 12, (2005).

[16] Purdue University Center for Customer-Driven Quality, Kelly Services, Offshore Company Call Centers a Concern for U.S. Companies, September 21, (2004).

[17] The University of Sheffield (UK), Health and Safety Laboratory and UMIST for the Health and Safety Executive, Psychosocial risk factors in call centers: An evaluation of work design and well-being, Research Report 169, (2003).

[18] V. P. Sudhashree et al, Issues and concerns of health among call centre employees, Indian Journal of Occupational and Environmental Medicine, p.129 – 132, December 2005 – Vol 9 Issue 3.

[19] Arlie Russell Hochschild , The Managed Heart: Commercialization of Human Feeling, Twentieth Anniversary Edition, (2003).

[20] www. bpiai. org.

[21] www. callcentres. com. au/resource. htm.

[22] www. cybermedia. co. in.

[23] www. eworkjournal. org.

[24] www. globalcallcenter. org.

[25] www. ilo. org/safework/lang-en/index. htm.

[26] www. indiatimes. com.

[27] www. it. fmi. uni-sofia. bg/TOSCA.

[28] www. nasscom. in.

[29] www. thehindubusinessline. com.

[30] www. thehindu. com.

[31] http: /yaleglobal. yale. edu.

[32] http: /ncw. nic. in.

Show More Hide
Cited By:
This article has no citations.