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Women call center workers are satisfied: Book
By agencies
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Thursday, 15 December 2005, 20:30 IST
NEW DELHI: Most of the people talk about exploitation of call center workers in India, but a new book-Gender and the Digital Economy Perspectives from the Developing World - says that women workers in India seem to be relatively satisfied and enjoy their work, which has given them more freedom and autonomy.
Despite the physical stress, mundane nature of job and low status of call center work, women, which constitute up to 70 percent of the workforce in some BPOs, seem to be satisfied and enjoy their work, says the book. In India, women have found that the wages they earn enable them to experience a new found freedom and autonomy, say editors Cecila Ng, a visiting Associate Professor at the Asian Institute of Technology, Bangkok and Swasti Mitter, an international consultant on Information and Communication Technologies.
In a study of call center workers in Malaysia and India, Ng and Mitter say women in both countries point out that they have learnt new skills and some have even become more assertive persons. The acquired skills, ranging from so-called soft skills like communication, listening and interpersonal skills to product knowledge and technical competency, have given the women a sense of confidence in dealing, both with their customers and with society at large, says the book.