Virtual Migration in Indian Call Centers
by
Aimee Carrillo Rowe, Sheena Malhotra, Kimberlee Pérez
Language: English
Release Date: December 1, 2013
What happens over time to Indians who spend their working hours answering phone calls from Americans—and acting like Americans themselves? To find out, the authors of Answer the Call conducted long-term interviews with forty-five agents, trainers, managers, and CEOs at call centers in Bangalore and...