Purpose The purpose of this paper is to examine the practical and legal complexities associated with tele-homeworking arrangements in light of the recent COVID-19 pandemic. In particular, the study focusses on organisational practices and outcomes relating to the monitoring and surveillance of...

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...

This article examines the emotional complexities and stresses associated with national identity management (accent modification, the use of western pseudonyms and location masking) and customer-instigated racial abuse in offshored Indian call centres. Drawing on 77 semi-structured interviews...