Indian call centres and business process outsourcing: a study in union formation

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

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23 Citations (Scopus)
645 Downloads (Pure)


In this exploratory study of union formation in the Indian call centre/business process outsourcing sector, the authors draw upon evidence from the first detailed survey of members of the recently formed UNITES, and from extensive interviews. This paper engages with mobilisation theory and analyses of trade union formation.
Original languageEnglish
Pages (from-to)19-42
Number of pages24
JournalNew Technology, Work and Employment
Issue number1
Publication statusPublished - 24 Feb 2009



  • India
  • Indian call centres
  • business process
  • outsourcing
  • union formation

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