Employee voice and collective formation in the Indian ITES-BPO industry

P. Taylor, E. Noronha, P. D'Cruz, D. Scholarios

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The growth of the information technology enabled services-business process outsourcing industry calls for attention to employees' working conditions and rights. Can an independent organisation such as unites Pro (the union of information technology enabled services professionals) represent employees' interests and effectively work towards protecting their rights and improving their working conditions? A survey of unites members indicates that they identify with the need for such an organisation to deal with poor supervisory and managerial treatment, concerns for employee safety, grievances related to pay and workload, and even the indignities of favouritism.
Original languageEnglish
Pages (from-to)37-47
Number of pages10
JournalEconomic and Political Weekly
Issue number22
Publication statusPublished - 31 May 2008


  • call centres
  • India
  • contracting
  • outsourcing
  • workers
  • working conditions


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