Union formation in the Indian call centre/BPO industry

P. Taylor, Premilla D'Cruz, Ernesto Noronha, Dora Scholarios, Mohan Thite (Editor), Bob Russell (Editor)

Research output: Chapter in Book/Report/Conference proceedingChapter


The 'globalisation' of business services facilitated by Information and Consultation Technologies has accelerated at breathtaking pace. The relocation of interactive service work and an expanding range of back-office processes from the so-called developed countries of the global north to the developing countries of the global south increasingly constitutes a core element in corporate strategies. The widespread usage of the term global service delivery reflects the transformative role played by TNCs and the intervention of states in extending the reach of capital accumulation and in re-configuring service supply chains to multiple geographies. In this rapidly unfolding global landscape where, amongst others, the Philippines, South Africa, Latin American and Eastern Europe states are emerging destinations, India remains pre-eminent, accounting for 46 per cent of global business process outsourcing (BPO) (Nasscom-McKinsey 2005). According to an influential survey, India 'still offers an unbeatable mix of low costs, deep technical and language skills, mature vendors and supportive government policies' (Walker and Gott 2007: 29).
Original languageEnglish
Title of host publicationThe Next available Operator: Managing Human Resources in Indian Business Process Outsourcing Industry
Place of PublicationNew Delhi
Publication statusPublished - Jan 2009


  • india
  • bpo
  • call centres
  • trade unionism
  • trade unions
  • human resource management


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