CWA, Indian Worker Organizations Release Landmark Report on Conditions for Call Center Workers in In

For More Information: Jeff Miller or Candice Johnson, CWA Communications, 202-434-1168, jmiller@cwa-union.org and cjohnson@cwa-union.org

Washington, D.C. -- The Communications Workers of America, several Indian worker organizations and Jobs with Justice today are releasing a first-ever analysis of the call center industry as it affects workers in India and the United States.

The report: a "Bi-National Perspective on Offshore Outsourcing: a Collaboration Between Indian and U.S. Labour," provides a detailed look at the phenomenon of offshore outsourcing and its impact on call center workers in India and the United States, who are linked through the growing globalization of this work. 

Participating in the report's release were Ashim Roy, general secretary of the New Trade Union Initiative (India), who outlined recommendations to improve working conditions and the industry for Indian workers. This growing sector is important for stable employment in India, he said, and as the industry matures and stress levels – already visible – increase, trade unions will have an important role in better regulating and bringing about workplace democracy in this sector. 

Vinod Shetty, secretary of the Young Professionals Collective, spoke of a strong, industry-wide culture that affects workers in seeking out union representation. In many situations, other kinds of professional worker associations or organizations can better provide an opening to more workplace democracy.

Anannya Bhattacharjee, an international organizer with Jobs with Justice, provided an overview of the study, outlining its methodology, offering a review of call center structures in India and summarizing case studies of three selected call centers in Delhi and Mumbai, along with interview findings.

CWA District 7 Vice President Annie Hill said that "at a time of conflicting and often hostile public opinion in the two countries over the outsourcing of jobs, this report demonstrates the link between workers in both countries and explores joint efforts to stop global companies from pitting workers against each other."

She also summarized the recommendations of labor in the United States, emphasizing the benefits to consumers, workers and employers of a "high road" approach to call center work, where workers' training and professionalism enables them to provide quality service and ensure accountability to customers.

CWA joined with Jobs with Justice, a coalition of labor, community, student and other organizations, and three Indian organizations, the Centre for Education and Communication, New Trade Union Initiative and the Young Professionals Collective, to produce the report.