ABSTRACT
This chapter examines the emergence of India as a primary destination for outsourcing of customer care call centres. It explores women's participation in this service sector and shifts in the construction of social citizenship due to globalization, deregulation, and liberalization. The chapter provides a brief macro historical overview of the emergence of Information Technology Enabled Services (ITES), particularly the role of Indian state and corporations in making India the primary global market for call centre outsourcing. It addresses the way notions of social citizenship in India are being reframed as consequence of globalization, deregulation, and liberalization and its implications for women engaged in this service industry. The chapter focuses on women and the call centre industry. Contemporary globalization transforms the nature of work, the role of nation-states, and notions of citizenship. Globalization entails the deregulation of national economies and the liberalization of trade and investment. Women were not a significant or visible part of the formal economic sector.
