Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work. In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.
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About the Author
Kiran Mirchandani is at the Ontario Institute for Studies in Education, University of Toronto. Winifred Poster is at Washington University in St. Louis.
- Contributor: Kiran Mirchandani
- Imprint: University of Toronto Press
- ISBN13: 9781487520595
- Number of Pages: 288
- Packaged Dimensions: 153x229x17mm
- Packaged Weight: 450
- Format: Paperback
- Publisher: University of Toronto Press
- Release Date: 2016-09-21
- Binding: Paperback / softback
- Biography: Kiran Mirchandani is at the Ontario Institute for Studies in Education, University of Toronto. Winifred Poster is at Washington University in St. Louis.