Breaking the Myth of Indian Call Centers: A Postcolonial Analysis of Resistance

Abstract

This article provides a postcolonial critique of power-resistance dialectics among outsourced call center workers in India. A constructivist grounded theory analysis of focus group and interview data with 65 participants reveals how microresistance intersects with global capitalism in ways that both accommodate and rupture Western discourses. These discursive and material intersectionalities are made visible through employees' processes of (1) aping the West, (2) articulating new logics and demonstrating Indian sensibilities, and (3) embracing a new life. The themes primarily reveal how the employees rupture the essentialist image of the other and challenge the dominant logic of neoliberalism.

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