Why do off-shored Indian call centre workers want to leave their jobs?

Research output: Contribution to journalArticlepeer-review

16 Citations (Scopus)


Employee turnover is a major problem in off-shored Indian call centres. Agents who service Western customers often face hostility and racial abuse because of who they are and where they are located. A substantial part of job-related training focuses on teaching employees to manage their identity and modify their accent. Based on a sample (n = 211) of Indian call centre workers servicing international customers, we explore these issues and investigate how they affect employee turnover intentions. The study utilises Taylor and Bain's (2005) distinction between factors particular to the Indian context and those more generic to the call centre labour process to better understand the drivers of turnover. We found that a number of distinctive factors including accent modification difficulty, stigma consciousness, racial abuse and perceived favouritism were associated with turnover intentions. The study also revealed that certain job-related factors related to intentions to leave, including routinisation and poor promotional opportunities.
Original languageEnglish
Article numberN/A
Pages (from-to)212-226
Number of pages15
Issue number3
Publication statusPublished - Nov 2013


  • call centres
  • India
  • turnover intentions
  • off-shoring
  • transnational service work


Dive into the research topics of 'Why do off-shored Indian call centre workers want to leave their jobs?'. Together they form a unique fingerprint.

Cite this