chapter  9
28 Pages

Work Organisation, Control and ‘Empowerment’: Managing the Contradictions of Call Centre Work

The global business order has undergone a massive transform-ation in recent years with a marked upsurge of the technologically embedded information economy. Rapid advancements in the fields of digital information processing and telecommunications have provided considerable impetus to outsourcing and the relocation of work-especially services-to cheap labour destinations. As a result, offshore outsourcing-in which firms from the developed nations (mostly in the West) outsource work processes to auxiliary firms in developing countries-has assumed unprecedented prominence.