Sheena Malhotra's Books

Answer the Call

Virtual Migration in Indian Call Centers

By: Aimee Carrillo Rowe,Sheena Malhotra,Kimberlee Pérez

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Answer the Call

Virtual Migration in Indian Call Centers

By: Aimee Carrillo Rowe,Sheena Malhotra,Kimberlee Pérez

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 Mumbai from 2003 to 2012. For nine or ten hours every day, workers in call centers are not quite in India or America but rather in a state of “virtual migration.” Encouraged to steep themselves in American culture from afar, over time the agents come to internalize and indeed perform Americanness for Americans—and for each other. Call center agents “migrate” through time and through the virtual spaces generated by voice and information sharing. Drawing from their rich interviews, the authors show that the virtual migration agents undergo has no geographically distant point of arrival, yet their perception of moving is not merely abstract. Over the duration of the job, agents’ sense of place and time changes: agents migrate but still remain, leaving them somewhere in between—between India and America, experience and imagination, class mobility and consumption, tradition and modernity, here and there, then and now, past and future. However tangible and elastic their virtual mobility might seem in these relatively lucrative jobs, it is also suspended within the confines of the very boundaries they migrate across. Having engaged with these vivid and often poignant interviews, readers will never again be indifferent to an Indian agent’s greeting at the other end of a toll-free call: “Hello, my name is Roxanne. How may I help you?”

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Page Count

269

Publisher

U of Minnesota Press

Published Date

ISBN 10

1452940398

ISBN 13

9781452940397

Essays from a Marketing PhD

Year One

By: Sheena Lovia Boateng

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Essays from a Marketing PhD

Year One

By: Sheena Lovia Boateng

Essays from a Marketing PhD is a compilation of essays on a variety of topics in the broad areas of Marketing Theory, Philosophy of Science, International Marketing and Marketing Perspectives of Corporate Social Responsibility. These essays are a product of reading and synthesising multiple peer-reviewed articles in the first year of the PhD Marketing qualification at the University of Ghana Business School. This book represents the depth of exposure and understanding gained through reading, as well as attending seminars and workshops in preparation for writing the actual PhD thesis. It is a must read for any PhD student who wishes to have a feel of what the first year of course work for a PhD in Marketing entails, as well as how the end product is most likely to look. It’s a celebration of a great first year in the PhD programme, and of many more successful years to come.

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Page Count

158

Publisher

PearlRichards Foundation

Published Date

ISBN 10

9988195656

ISBN 13

9789988195656

Answer the Call

Virtual Migration in Indian Call Centers

By: Aimee Carrillo Rowe,Sheena Malhotra,Kimberlee Pérez

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Answer the Call

Virtual Migration in Indian Call Centers

By: Aimee Carrillo Rowe,Sheena Malhotra,Kimberlee Pérez

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

269

Publisher

U of Minnesota Press

Published Date

ISBN 10

1452940398

ISBN 13

9781452940397

Book's by Sheena Malhotra

Answer the Call

Answer the Call

Essays from a Marketing PhD

Essays from a Marketing PhD

Answer the Call

Answer the Call

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