Union Formation in Indian Call Centres/Bpo – the Attitudes and Experiences of Unites Members
Union Formation in Indian Call Centres/BPO – The Attitudes and Experiences of UNITES Members
Professor Phil Taylor and Dr. Dora Scholarios Department of Human Resource Management Strathclyde Business School Glasgow, United Kingdom
Professor Ernesto Noronha and Dr. Premilla d’Cruz Indian Institute of Management Ahmedabad, India
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Contents
1. 1.1 1.2 2. 2.1 2.2 3. 3.1 3.2 3.3 3.4 4. 5. 5.1 5.2 5.3 6. 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.11 7. Introduction Employer Opposition to Trade Unions in Indian BPO The Formation of UNITES Aims and Objectives of the Report Principal Aims Specific Objectives The Indian BPO Industry – Background and Context The Globalisation of Business Services India’s Pre-eminence as BPO Destination A Brief History of the Indian BPO Industry The BPO Market Today The BPO Workforce and Conditions of Work Sources and Methods Questionnaire Design Questionnaire Distribution Employee Interviews Research Findings Profile of Respondents The Process of Recruitment Reasons for Joining UNITES Work Conditions Prompting Colleagues to Join UNITES Degree of Pressure Felt on a Normal Working Day Aspects of Work Which Contribute to Pressure Work/non-work Relationship and Work-Life Balance Perceptions of Management Effectiveness Attitudes to Management in General HR as Substitute for Independent Employee Representation Perceived Obstacles to Joining UNITES Conclusions Page 3 3 4 7 7 9 9 9 10 11 16 19 19 19 19 21 21 22 24 28 31 31 34 36 38 39 41 46
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Union Formation in Indian Call Centres/BPO: The Attitudes and Experiences of UNITES Members 1. Introduction
The point of departure for this report, and the research project from which it derives, is the question of trade unionism in Indian BPO (Business Process Outsourcing). We set the scene, firstly, by outlining both the employers’ and industry opposition to the emergence of trade unionism in Indian BPO and, secondly, by summarising the development of UNITES Pro (the Union of Information Technology
Professor Phil Taylor and Dr. Dora Scholarios Department of Human Resource Management Strathclyde Business School Glasgow, United Kingdom
Professor Ernesto Noronha and Dr. Premilla d’Cruz Indian Institute of Management Ahmedabad, India
1
Contents
1. 1.1 1.2 2. 2.1 2.2 3. 3.1 3.2 3.3 3.4 4. 5. 5.1 5.2 5.3 6. 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.11 7. Introduction Employer Opposition to Trade Unions in Indian BPO The Formation of UNITES Aims and Objectives of the Report Principal Aims Specific Objectives The Indian BPO Industry – Background and Context The Globalisation of Business Services India’s Pre-eminence as BPO Destination A Brief History of the Indian BPO Industry The BPO Market Today The BPO Workforce and Conditions of Work Sources and Methods Questionnaire Design Questionnaire Distribution Employee Interviews Research Findings Profile of Respondents The Process of Recruitment Reasons for Joining UNITES Work Conditions Prompting Colleagues to Join UNITES Degree of Pressure Felt on a Normal Working Day Aspects of Work Which Contribute to Pressure Work/non-work Relationship and Work-Life Balance Perceptions of Management Effectiveness Attitudes to Management in General HR as Substitute for Independent Employee Representation Perceived Obstacles to Joining UNITES Conclusions Page 3 3 4 7 7 9 9 9 10 11 16 19 19 19 19 21 21 22 24 28 31 31 34 36 38 39 41 46
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Union Formation in Indian Call Centres/BPO: The Attitudes and Experiences of UNITES Members 1. Introduction
The point of departure for this report, and the research project from which it derives, is the question of trade unionism in Indian BPO (Business Process Outsourcing). We set the scene, firstly, by outlining both the employers’ and industry opposition to the emergence of trade unionism in Indian BPO and, secondly, by summarising the development of UNITES Pro (the Union of Information Technology