Jump to ContentJump to Main Navigation
Phone ClonesAuthenticity Work in the Transnational Service Economy$
Users without a subscription are not able to see the full content.

Kiran Mirchandani

Print publication date: 2012

Print ISBN-13: 9780801450648

Published to Cornell Scholarship Online: August 2016

DOI: 10.7591/cornell/9780801450648.001.0001

Show Summary Details
Page of

PRINTED FROM Cornell University Press SCHOLARSHIP ONLINE (www.cornell.universitypressscholarship.com). (c) Copyright University of Cornell University Press, 2020. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in Cornell for personal use. date: 29 May 2020

Language Training

Language Training

The Making of the Deficient Worker

Chapter:
(p.36) 2 Language Training
Source:
Phone Clones
Author(s):

Kiran Mirchandani

Publisher:
Cornell University Press
DOI:10.7591/cornell/9780801450648.003.0003

This chapter examines the language training undertaken by prospective customer service agents in India before they are allowed to interact with Western customers. Language training is justified in terms of the need for Western clients to understand and be understood by workers, but it also serves to establish a starting point of difference, where all Indians, irrespective of their location, background, or education, are deemed deficient in their use of English. This chapter considers the processes through which India's customer service workers are constructed as “different” from Westerners. It explains how Indian call center agents are embodied through their voices, and are known as those who speak a strange and corrupted form of the English language. It argues that becoming a transnational customer service worker involves “sounding right”; this has been termed “aesthetic labor.”

Keywords:   language training, customer service agents, India, Western customers, English language, customer service workers, aesthetic labor, call center agents, transnational customer service

Cornell Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.

Please, subscribe or login to access full text content.

If you think you should have access to this title, please contact your librarian.

To troubleshoot, please check our FAQs, and if you can't find the answer there, please contact us.