Answer the Call: Virtual Migration in Indian Call Centers

Answer the Call: Virtual Migration in Indian Call Centers
ISBN-10
145294038X
ISBN-13
9781452940380
Category
Call center agents
Pages
259
Language
English
Published
2013-12-01
Authors
Aimee Carrillo Rowe, Sheena Malhotra, Kimberlee Pérez

Description

Drawing from interviews with agents, trainers, managers, and CEOs at call centers in Bangalore and Mumbai, Answer the Call shows that workers in call centers are not quite in India or America but rather in a state of OC virtual migration.OCO Encouraged to steep themselves in American culture, the agents come to internalize and perform Americanness for AmericansOCoand each other."

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