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Collectivisation endeavours in India’s ITES-BPO sector

Collectivisation endeavours in India’s ITES-BPO sector. Ernesto Noronha, Ph.D., and Premilla D’Cruz , Ph.D., Indian Institute of Management Ahmedabad. India’s ITES-BPO sector. Global service delivery network

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Collectivisation endeavours in India’s ITES-BPO sector

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  1. Collectivisationendeavours in India’s ITES-BPO sector Ernesto Noronha, Ph.D., and Premilla D’Cruz, Ph.D., Indian Institute of Management Ahmedabad

  2. India’s ITES-BPO sector Global service delivery network Offshoring and outsourcing of service-related processes that can be enabled by information technology Call centres and back offices undertaking generic and specialized (KPO) work International and domestic sub-sectors Growth between 2004-2005 to 2009-2010 Exports – US$ 4.6 to 12.4 billion Domestic revenues – US$ 0.6 to 2.0 billion Employment between 2004-2005 to 2009-2010 316,000 to 738,000 direct employees NASSCOM, 2010 Young, educated workforce with a good gender representation Full-time, permanent employment Workforce covered by labour legislation D’Cruz & Noronha, 2010; Noronha & D’Cruz, 2009a

  3. Mass production meets employee well-being • Service level agreements (SLAs) with clients • Job design elements • Techno-bureaucratic controls • Work conditions • Material gains • Employee relations • Crossvergence • Socioideological controls (the notion of professionalism) D’Cruz & Noronha, 2006, 2008, 2009, 2010; Noronha & D’Cruz, 2006a, 2007, 2008, 2009a, 2010

  4. Employee reactions Ambivalence Deterrents to collective voice Issue of livelihood Cultural pre-occupation with social status and materialism (Sinha, 2008) Perceptions about labour laws Perceptions about unions Perceptions of employer support Employer claims and dictates Role of NASSCOM Government apathy D’Cruz & Noronha, 2009, 2010; Noronha & D’Cruz, 2006b, 2009a, 2009b, 2010

  5. Extra-sectoral attempts at collectivization International unions (UNI) in the 1990s ITPF (UNI/UNIAPRO) in 2000 – Bangalore and Hyderabad, IT sector, association/forum, servicing CBPOP (UNI/UNIAPRO) in 2004 – Bangalore and Hyderabad, ITES-BPO sector, union, organizing CBPOP chapters at different stages UNITES Professionals formed in September 2005 (CBPOP ceased to exist) Divergent world-views of senior trade unionists and ITES-BPO employees 5 chapters (Bangalore – headquarters, Hyderabad, Chennai, New Delhi/NCR, Cochin) Link with UNI/UNIAPRO Noronha & D’Cruz, 2006b, 2009a, 2009b, 2010

  6. UNITES’s contributions Current position of UNITES – internal conflict and claims about UNIAPRO funding and support (Noronha & D’Cruz, 2006b, 2009a, 2009b, 2010, ongoing)

  7. The way ahead for collective voice

  8. The way ahead for collective voice

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