Some of the agents at the scam call centers have previously worked at legitimate ones, so have been trained in dealing with customers and their plausibility is increased by their knowing the procedures and operations of the legitimate companies. Īt the same time there has been a growth in telephone scamming from criminal call centers in India masquerading as legitimate ones of well known companies, usually initiated by a cold call to a potential victim with a claim that there is a problem with their account. It has become a selling point in advertising for companies to have a home based call center. Consequently, some Western companies have now moved their call centers back to their home country. There is also the factor mentioned below that many scam telephone calls originate in India and some customers fail to distinguish them from genuine calls from legitimate Indian call centers. Many customers of the companies using Indian call centers dislike the practice, partly because of the frequent difficulties caused by accent, and partly because of the loss of equivalent employment in their own country. Because of this the reputations of young women working in call centers are called into question, which in turn can prevent their families from making any gain in status from their employment. Being outside of the house at night is not considered respectable for single young Indian women, and thus challenges gendered expectations. Various researchers describe the stigma that Indian women experience when they work at night as call center work requires. To adjust to the hours, many workers turned to and subsequently became addicted to caffeine and cigarettes. Singh and Pandey in their research on the impact of call center work on the health of female call center workers in India found that many young women suffered from ailments such as indigestion, eye strain, headache, and sleep disorder due to the abnormal hours call center work entails. They have also taken into consideration the workplaces themselves as environments where gender norms are subverted, though these environments are still hierarchical with men still more commonly holding leadership positions. Many of these scholars point to the opportunity for financial gain or independence. Some of these researchers have claimed that there are ways in which call center work subverts gendered expectations of Indian womanhood, and can thus be in some ways liberating. There have been many scholars that have studied the gendered impacts of call center work on Indian women. Women in call center work are more likely to consider their jobs as permanent, or as their permanent employment until they marry, whereas men typically view their call center jobs as temporary. There are also fewer job opportunities for women (see also: gender inequality in India) and the wages of call center jobs are higher relative to other jobs that are open to women. ( December 2018) ( Learn how and when to remove this template message)Īlthough there are roughly equal numbers of men and women working in the lower levels of the call center industry, scholars analyze gendered dynamics of call center work because of the association of call center work tasks with femininity and feminine traits such as hospitality and empathy. Please do not remove this message until conditions to do so are met. Relevant discussion may be found on the talk page. The neutrality of this section is disputed. Call center work is typically done overnight to accommodate time zones in the US, UK, and Australia, and employees are required to be fluent in English. Call center workers in India are largely under the age of thirty, unmarried, and college-educated, regardless of gender. There were approximately 350,000 call center workers in India as of February 2015. Other countries with comparable call center industries include Bangladesh and the Philippines. British Airways, American Express, AT&T, and Dell are examples of companies that utilize call centers in India. The introduction of call center and other business processing work to India picked up in the 1990s as Fortune 500 companies began offshore outsourcing this work to India. Factors that have made India attractive as a hub of call center work from the US, UK, and Australia include its convenient time zone, low labor costs, and large English-speaking population. Types of call center work can include customer service and telemarketing. A call center is an office with the capacity to field many telephone calls for a company.
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