Tuesday, June 09, 2009

Challenging the ‘professionalism’ plank of call centres

Books 2 Byte
Employee Identity in Indian Call Centres
Ernesto Noronha and Premilla D’Cruz
( http://www.sagepublications.com/)

Lack of transparency in call centres

Through induction training, ongoing socialisation, performance evaluation mechanisms and other elements of organisational design, call centre employers cultivate the notion of professionalism in employees, but the rhetoric of professionalism is indeed a false claim, say Ernesto Noronha and Premilla D’Cruz in Employee Identity in Indian Call Centres.

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