Social Tension of Telecalling A Sociological Study of Women Working in Call Centres in NCR

Abstract

The Indian economy has been growing rapidly since 1990s, as a result of the processes of globalization, economic reforms and liberalization. Over the past decade, the service sector in particular has witnessed a high rate of growth, especially in Information Technology Enabled Services (ITES) and Business process outsourcing (BPOs) sector. (NASSCOM, 2009) newlineIndia has been a leading destination for the location of offshore services where many call centres (part of BPOs), are working because India has vast educated English speaking workforce with computer skills, cost-effective services, twelve hours time differences with the foreign countries like U.S and U.K. newlineAs far as industrial growth is concerned, in fiscal year 2015, according to NASSCOM, the Indian IT-BPO sector would add revenues of $ 118 billion. Whereas the Export revenues for fiscal year 2015 is projected to grow by 13-15% to reach $ 97-99 billion, Domestic revenues for the same period will grow at the rate of 9-12 percent and is expected to reach INR 1250-1280 billion during this year (NASSCOM, 2014).Despite challenges in the global market conditions, India has sustained its growth trajectory. Exports for the year 2013-14, stood at $ 86 billion registering a growth of 13 percent, while domestic market grew at 10 percent (INR 1150 billion). It is estimated that in 2013-14, the total job addition in the industry has been over 3.1 lakh across the country (NASSCOM, 2014). newlineApart from the above facts, attractive pay package, international work environment and benefits offered by the call centres (BPOs) have motivated many young women (especially college graduates) to seek employment in this sector. At present nearly 30% of industry is constituted by women indicating the sectors focus on gender inclusion. newline newlineSocial Tension of Telecalling newlineIn this research, we have explained social tension in the context of call centre work.