What is included with this book?
List of Tables, Charts and Boxes | p. viii |
Preface | p. xii |
Acknowledgements | p. xvi |
Notes on Contributors | p. xviii |
List of Abbreviations | p. xx |
Introduction | p. 1 |
Rationales for outsourcing and offshoring business services | p. 3 |
Potential impacts of offshoring and outsourcing on working and employment conditions | p. 8 |
Origins of outsourcing and offshoring in the services sector | p. 9 |
Business start-up and government follow-up: The emergence of ITES-BPO in developing countries | p. 12 |
The focus of the book | p. 14 |
Remote Work from the Perspective of Developed Economies: A Multicountry Synthesis | p. 17 |
Introduction | p. 17 |
Global Service Delivery | p. 18 |
Multinational Service Companies | p. 19 |
Global 'Captive' Companies | p. 20 |
Indian Companies | p. 21 |
Unevenness of Global Sourcing | p. 22 |
Linguistic Capability and Cultural Compatibility | p. 23 |
Underlying Economic, Geographical and Locational Dynamics | p. 25 |
'Taylorism' Through Relocation and 'Rising Up the Value Chain' | p. 26 |
Political Economy, Global Regulation and Governance | p. 27 |
Labour | p. 29 |
Offshoring, Nearshoring and Onshoring | p. 30 |
United States | p. 32 |
United Kingdom | p. 41 |
Canada | p. 51 |
Conclusions | p. 56 |
Employee Dilemmas in the Indian ITES-BPO Sector | p. 60 |
Introduction | p. 60 |
Research Methodology | p. 61 |
The Indian ITES-BPO Sector | p. 63 |
Profiling the Indian ITES-BPO Workforce | p. 71 |
Recruitment and Training | p. 75 |
Work Systems | p. 79 |
Work-Life Balance | p. 89 |
Human Resources Practices | p. 91 |
Attrition | p. 94 |
Collectivization and Union Formation | p. 95 |
Conclusions | p. 99 |
Recommendations | p. 99 |
Offshored Work in Philippine BPOs | p. 101 |
Introduction and Objectives | p. 101 |
Business Environment in the BPO Industry | p. 102 |
Research Methodology | p. 103 |
Overview of the Labour Market | p. 104 |
The BPO Employers | p. 105 |
Employee Characteristics | p. 106 |
Education | p. 107 |
Work Experience | p. 108 |
Recruitment and Training | p. 109 |
Legal and Regulatory Framework | p. 109 |
Working and Employment Conditions | p. 112 |
Conclusions | p. 130 |
Remote Work in Brazil | p. 135 |
Introduction and Objectives | p. 135 |
Research Methodology | p. 135 |
The Business Environment for Outsourcing and Offshoring ITES Functions | p. 137 |
The Labour Market in Brazil | p. 140 |
The Labour Law in Brazil | p. 143 |
The BPO Industry in Brazil | p. 145 |
Working and Employment Conditions in the BPO Industry in Brazil | p. 147 |
The Financial Services Industry in Brazil | p. 148 |
The Telecommunications Industry | p. 149 |
Call Centres and Customer Service Centres in Brazil | p. 150 |
Conclusions | p. 159 |
Remote Work and Global Sourcing in Argentina | p. 162 |
Methodology Used for This Study | p. 164 |
Recent Trends in Trade in Services in Argentina | p. 165 |
Working Conditions and Employment in Light of the New Trends in Services Exports in Argentina | p. 174 |
Conclusions | p. 191 |
Annex: Interviews Conducted for This Chapter | p. 193 |
A Comparative Analysis of the Business Environment, Job Quality and Work Organization in Offshored Business Services | p. 196 |
Introduction | p. 196 |
Global, National and Organizational Environments of BPO Companies | p. 197 |
An Analysis of Job Quality in RWAs | p. 209 |
Conclusion: Summary of Job Quality in the BPO Industry | p. 233 |
Conclusion: Implications for Government Policies and Company Practices | p. 236 |
Introduction | p. 236 |
Key Factors Affecting Employment Conditions and Possible Responses | p. 238 |
Concluding Remarks | p. 244 |
Bibliography | p. 246 |
Index | p. 260 |
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