ISSN (Print) - 0012-9976 | ISSN (Online) - 2349-8846

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Work in Call Centres

Phone Clones: Authenticity Work in the Transnational Service Economy by Kiran Mirchandani (New Delhi: Cambridge University Press/Foundation Books), 2013; pp 174, Rs 695.

Earlier works on the phenomenon of the emergence of the call centre as a new form of work organisation have talked about the different persona that call centre workers have to don. This type of a work organisation raises crucial theoretical and political issues for those working on work organisations and organising among workers. It also raises issues of colonial politics, of the access of certain sections and castes to the English language on the one hand and cultivating opportunities for lower labour costs for capital investments on the other.

Call centre work is a symbol for an entire gamut of relationships that represent the global division of labour in the current phase of global capitalism. More generally, it gives rise to two trends and movements. One is the movement of jobs to people and second, the movement of people to jobs. These two movements have economic and political implications at different phases of capitalist development.

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