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When the Things Go Wrong

It is true that Indian call center sector is experiencing an unprecedented growth in the past few years but the flip side of the industry cannot be overlooked. Ghazi Shahnawaz, lecturer at Jamia Millia Islamia, refers call centers as "neo-Taylorist standardization and automation of service work, where tasks are simplified and deskilled, providing hardly any control over work."⁹

This industry off late, has stirred up lots of public emotion because of the young workforce, the high representation of women and the late night shifts. Besides, this industry is shrouded in controversy and mystery for all wrong reasons. V. V. Giri in his study for National Institute for Labour compares this industry as "nineteenth century prisons or Roman slave ships".¹⁰

Some experts argue that the call center promote a job culture devoid of creative challenges and shift the focus of youngsters from education to making quick bucks. There are many conceptualization of impact on the socio-behavior fabric of the young Indian individuals and their families in the literature. The long working hours, constant deadlines, late night shifts, too much and too soon responsibility, snacks and fast food at work, less or no physical exercise, shrinking of social and leisure time and repetitive work has taken a toll not only on the mental and health conditions of the call center employees but also on their families too. Many call center employees complain of stress, panic, depression, anxiety, relationship troubles, eating disorders, identity crisis and some even suicide tendency. While many cite the erosion of local values and culture as the reason, others blame it on Americanization of the Indian youth.

Another key problem in this industry is the high levels of attrition. According to analysts, labour attrition rates in the outsourcing industry vary between 20-40 percent. Reasons for such high attrition rates in call centers include misguidance by the company, mental and physical stress, non-beneficial policies and solitary lifestyle.

Pseudo-American Persona: Day in Hyderabad & Night in California

Call centers has altered the way the Indian youth live their life for years. Adapting the American way of living has become a reality for many working in an Indian call center organization. These call center employees often anglicize their name, adopt an American accent and virtually put on an identity of an American. The employees undertake extensive training to behave and act like an American.

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9 Occupational stress in call centers: Myth or Realty
10 http://in.rediff.com/money/2005/oct/26bpo.htm

* Contributed by: -
M. S. Balaji & Diganta C.,
Research Scholars,
ICFAI Insititute for Management Teachers, Hyderabad.