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Answer the Call: Virtual Migration in Indian Call Centers

By Aimee Carrillo Rowe, Sheena Malhotra, Kimberlee Pérez
eBook
$25.00
By Aimee Carrillo Rowe, Sheena Malhotra, Kimberlee Pérez
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Drawing from interviews with agents, trainers, managers, and CEOs at call centers in Bangalore and Mumbai, Answer the Call shows that 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, the agents come to internalize and perform Americanness for Americans—and each other.

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