By Ernesto Noronha
This one-of-its-kind booklet, worker id in Indian name Centres: The idea of Professionalism? presents the lived event of name middle brokers, and the views of managers and exchange unionists concerning worker stories within the foreign name facilities in Mumbai and Bangalore in India.
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Additional info for Employee Identity in Indian Call Centres: The Notion of Professionalism (Response Books)
Thus techniques used in one centre would not work in another—in this example, the agents had to manually disconnect calls, and had a special category of calls that were expected to take longer and had higher time limits. If such a call turned out to be short, agents could extend it without affecting their call duration statistics unduly. The effectiveness of the strategy is thus dependent on a combination of technology and task-specific performance criteria (McPhail, 2002). At the same time, it should be kept in mind that these mechanisms to circumvent control mechanisms are sometimes resorted to as means of stress reduction, although due to the risk they entail, they are simultaneously stress generating (McPhail, 2002).
In other words, in spite of the team structure, task execution is largely a solitary activity (Brændengen, 1999). Callaghan and Thompson (2001) maintain that instead of creating a functional division of labour, call centre teams are employed to generate an element of sociability that reduces individualism and to introduce competitive mechanisms that boost productivity. Bain and Taylor (2000) concur with the view that teamwork is a mechanism to intensify work, citing the weekly distribution of team performance ratings and their consequent implications for supervisory pressure, incentives, etc.
Clearly, dual processes of energy depletion and motivation exist among call centre employees. The findings of Bakker et al. (2003) replicate and expand previous findings with the JDR model among other occupational groups such as air traffic controllers, human service professionals and production workers. That is, the underlying processes of energy depletion, where job demands are linked to strain, and of motivation, where job resources are linked to well-being, show similarity across a range of occupational groups, though specific demands and resources vary in different jobs.
Employee Identity in Indian Call Centres: The Notion of Professionalism (Response Books) by Ernesto Noronha