Title Phone Clones: Authenticity Work in the Transnational Service Economy
Book Condition New
Jacket Condition New
Publisher New Delhi, India Cambridge University Press 2013
Seller ID 101492
In Phone Clones Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore Delhi and Pune. As capital crosses national borders colonial histories and racial hierarchies become inextricably intertwined. As a result call center workers in India need to imagine themselves in the eyes of their Western clients – to represent themselves both as foreign workers who do not threaten Western jobs and as being ‘just like’ their customers in the West. In conversation with Western clients Indian customer service agents proclaim their legitimacy an effort Mirchandani calls ‘authenticity work’ which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers managers and trainers Indian call center workers reflect a complex interplay of colonial histories gender practices class relations and national interests.Printed Pages: 188.
Phone Clones: Authenticity Work in the Transnational Service Economy Kiran Mirchandani