The impact of call centre employment on women in India
Bibliographic Data
| ID | 2293563 |
|---|---|
| Authors | Gail Forey (0000-0003-4562-942X, Department of English Hong Kong Polytechnic University Hung Hom Kowloon Hong Kong, corresponding author) |
| Year | 2013 |
| Volume | 32 |
| Issue | 4 |
| Pages | 503-520 |
| Publication date | 2013-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | World Englishes (JOURNAL) |
| Journal identifiers | ISSN: 0883-2919 • E-ISSN: 1467-971X |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/weng.12058 |
| OpenAlex | W2152902975 |
| Language | EN |
| Citations received | 4 |
| References cited | 32 |
The market for global business process outsourcing (BPO) is predicted to triple in size by 2020 (NASSCOM ). Such explosive growth has had and will continue to have huge economic benefits for Asia. The benefits are clearly manifest in India and the Philippines, who are both leading offshore outsourcing (O&O) destinations for the BPO industry. In India, this development has resulted in an initiative to increase the number of women in the BPO workforce by a staggering 50 per cent. The implications of such a huge push has tremendous social impact, yet little is known about the BPO industry and the role of language in these O&O destinations. The present paper focuses on the impact of English and the role of women in this global workforce by addressing the following question: 'What is the impact of the BPO industry, and specifically call centre employment, on women in India?' Drawing on data collected through interviews, the findings show that women's lives have changed in a number of different ways. Informants reported experiencing greater freedom, financial independence and other significant changes. The findings provide a lucid representation of the role of English language in globalisation within the BPO industry in Asia
Business · Call centre · Destinations · Economic growth · Economics · Globalization · Independence (probability theory · Offshoring · Outsourcing · Political science · Tourism · Workforce · Emotional Labor in Professions · Labor Movements and Unions · Outsourcing and Supply Chain Management · Marketing
Social Movements for Global Democracy
Gendered Talk at Work
Working the Night Shift
Cultures of Servitude
Good to Talk?
An Introduction to Functional Grammar
English as a Lingua Franca
Handbook of Gender and Women's Studies
Gender, choice and constraint in call centre employment
Women, social skill and interactive service work in telephone call centres
Strengths and Challenges in the Indian Family
Marriage and Midnight Work
Beneath the glass ceiling
Commentary
Styling the worker
The (mis)representation of customer service
India calling to the far away towns
Paradoxes of Globalization, Liberalization, and Gender Equality
English as a lingua franca
Outsourced call centers and English in the Philippines
The accents of outsourcing
The paradigms of marginality
| Unique citing works | 4 |
|---|---|
| Citations per year | 0,44 |
| Citation span | 2017 - 2022 (6) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 4 |