This book examines the impact of outsourcing on workers and their employment conditions in the new economy. To do so, the call centre industry in Mexico City is analysed through a large number of in-depth interviews with workers and managers, available statistics and visits to leading firms in the sector. The case of call centres is paradigmatic as it is often seen as a flag-ship industry of the new economy, rapidly growing and subject to high pressures for costs reduction. The Mexican experience is crucially relevant to understand employment conditions in a weak institutional setting where labour protection is low and business competition intense. Overall, outsourcing has gained popularity as a mechanism to deal with the uncertainty of increasingly challenging business environments. Nonetheless, the practice of outsourcing also raises important concerns. This book identifies those managerial practices which have a substantial impact on workers and their employment conditions such as: job designs; customer segmentation; non-standard contracts; intensified supervision; union avoidance; limited career opportunities; and strict social divisions in the workplace. These findings also suggest that a number of practices that were common in the 'old' economy are still dominant in the organisation of work in the twenty-first century. The book is a useful reference for scholars and students concerned with employment and labour studies, economic development, and globalisation.
|Publisher:||Cambridge Scholars Publishing|
|Product dimensions:||5.80(w) x 8.20(h) x 0.90(d)|
About the Author
Jose-Luis Alvarez-Galvan holds a PhD from the London School of Economics and Political Science, a master's degree from the University of Massachusetts and a bachelor's degree from the National Autonomous University of Mexico. He has been a Visiting Researcher at the Universitat Pompeu Fabra in Barcelona, Spain, and has published extensively on foreign direct investment, employment and development. He currently lives in Paris where he works as a Consultant for the Organisation for Economic Co-operation and Development (OECD).