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Challenges posed by alien culture diffusion for employees of call centers in Mumbai
[journal article]
Abstract Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18-28 yrs in Mumbai. The na... view more
Since the last decade, there has been a tremendous growth in the call center businesses in several metropolitan and urban cities in India. Mumbai city is no exception to this sudden boom. The call center businesses employ over 500,000 nascent employees in the age group of 18-28 yrs in Mumbai. The nature of outsourced work along with the odd working hours in this industry leads to high employee attrition in the call centers. Job satisfaction, high levels of stress, health issues, employee safety and career prospects are some of the reasons cited by industry experts as some of the factors leading to absenteeism and high employee turnover. This study facilitates the understanding of the extent of impact of call center job profile and the related challenges that its poses to the employees of call centers.... view less
Keywords
India; call center; working conditions; working hours; work satisfaction; psychophysical stress; health consequences; motivation; labor; occupational image; outsourcing; co-worker
Classification
Working Conditions
Occupational Research, Occupational Sociology
Document language
English
Publication Year
2016
Page/Pages
p. 81-95
Journal
International Letters of Social and Humanistic Sciences (2016) 66
ISSN
2300-2697
Status
Published Version; peer reviewed