Economic and Social Implications and Sustainability of Call Center Jobs in India

Ishtiyaque Mohd

Gera Ranjana A

Journal of Urban and Regional Studies on Contemporary India

India is an important Information Technology Enabled Services (ITES) destination and undisputed leader in the world with respect to Call Center industry. Since call center forms an important constituent of ITES, the paper presents a brief account of ITES in the first part while a detailed analysis of economic and social implications and sustainability of call center jobs have been discussed in the latter part. In spite of the hefty salary and other service benefits in the call center jobs, there exists high rate of attrition in call center industry. The study aims to understand why the call centers jobs are not sustainable and what may be the probable reasons for it. The paper is based on the perception of call center employees. For this purpose, the data was generated through a field survey which was carried out in call centers located in the National Capital Region of Delhi. The study reveals that the monotonous and stressful nature of work, disruption in social and family life and lack of career growth may be held major factors for low sustainability in call center jobs in India.

business process outsourcing industry

information technology enabled services industry

call centers

post-fordism

sustainability of call center jobs

Economics [ 330 ]

eng

The Center for Contemporary India Studies, Hiroshima University

(c) 2014 The Center for Contemporary India Studies, Hiroshima University

[ISSN] 2188-5222