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Lives on the LineHow the Philippines became the World's Call Center Capital$
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Jeffrey J. Sallaz

Print publication date: 2019

Print ISBN-13: 9780190630652

Published to Oxford Scholarship Online: August 2019

DOI: 10.1093/oso/9780190630652.001.0001

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Seeing Like a Call Center

(p.45) 3 Firms
Lives on the Line

Jeffrey J. Sallaz

Oxford University Press

Firms and business units that control the technologies to handle phone calls actively constructed a global labor market for voice services. In theoretical terms, they can be considered a form of liquid “voice capital.” An analysis of consulting reports reveals how voice capital sees the world as graded according to cost and human capital. Such grading offers voice capital two potential pools of labor: India and the Philippines. The ethnographic literature on voice offshoring to India shows that there was no stable assemblage there. Men use call centers as steppingstones toward technology jobs, while women who work as call agents are stigmatized.

Keywords:   India, patriarchy, consulting, voice, investment, ethnography, capital

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