Twenty-fourth International Conference on Knowledge, Culture, and Change in Organizations

Abstract

Within the context of Indian call centres, the phenomenon of emotional labour is discussed in this study. The study, which is based on qualitative interviews, focuses on the experiences that call centre agents have had while working. It addresses the concerns that employees have regarding emotional labour demands and how they react to them. Reorienting oneself, balancing expectations, reducing stress, and humouring unhappy clients are some of the things that fall under this category. The findings contribute to our comprehension by drawing attention to the existence of normative control, the significance of dispositional factors, the consequences of coping mechanisms, and the difficulties that are brought about by global outsourcing.