'Who is Grace?': Affect, Work, and Gender in Bangalore Call Centres

Publisher:
Taylor and Francis
Publication Type:
Journal Article
Citation:
Globalisations, 2013, 10 (3), pp. 397 - 409
Issue Date:
2013-01
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Call centre workers are expected to `listen' and provide both practical assistance and emotional support to customers across the world. At the same time, they are supposed to subscribe to cultural and social traditions that ensure that they remain within family and societal control. This article discusses gender and work transformations of call centre workers in the context of the networks they create in their engagements, not only with their managers and co-workers but with their invisible clients and families and communities.
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