'From boom to where?': The impact of crisis on work and employment in Indian BPO

Phil Taylor, Premilla D'Cruz, Ernesto Noronha, Dora Scholarios

Research output: Contribution to journalArticlepeer-review

11 Citations (Scopus)
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This article locates Indian Business Process Outsourcing (BPO) within the global supply chains of business services delivery and an international division of service labour. It acknowledges the BPO market’s essential dependence on demand from lead firms in the United States and United Kingdom. Drawing on a conceptual synthesis of the Global Commodity Chain (GCC), Global Value Chain (GVC) and Global Production Network (GPN) frameworks, the article examines the impact of 2008’s financial crisis on employment, work organisation and the experience of work in Indian BPO. Employer/industry sources and employee interviews, reveal reconfigured local labour market dynamics, tightened work discipline, an extensification of working time, work intensification and unprecedented growth in job insecurity. Such changed characteristics suggest a watershed which raises questions concerning the sustainability of models of BPO work constructed in pre-crisis years.
Original languageEnglish
Pages (from-to)105–123
Number of pages19
JournalNew Technology, Work and Employment
Issue number2
Early online date12 Sep 2014
Publication statusE-pub ahead of print - 12 Sep 2014


  • call centres
  • India
  • BPO
  • financial crisis
  • intensification of work
  • perfomance management
  • labour process
  • globalisation
  • offshoring
  • business processing outsourcing


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