Dead Ringers: How Outsourcing Is Changing the Way Indians Understand Themselves

In the Indian outsourcing industry, employees are expected to be "dead ringers" for the more expensive American workers they have replaced--complete with Westernized names, accents, habits, and lifestyles that are organized around a foreign culture in a distant time zone. Dead Ringers chronicles the rise of a workforce for whom mimicry is a job requirement and a passion. In the process, the book deftly explores the complications of hybrid lives and presents a vivid portrait of a workplace where globalization carries as many downsides as advantages. Shehzad Nadeem writes that the relatively high wages in the outsourcing sector have empowered a class of cultural emulators. These young Indians indulge in American-style shopping binges at glittering malls, party at upscale nightclubs, and arrange romantic trysts at exurban cafes. But while the high-tech outsourcing industry is a matter of considerable pride for India, global corporations view the industry as a low-cost, often low-skill sector. Workers use the digital tools of the information economy not to complete technologically innovative tasks but to perform grunt work and rote customer service. Long hours and the graveyard shift lead to health problems and social estrangement. Surveillance is tight, management is overweening, and workers are caught in a cycle of hope and disappointment. Through lively ethnographic detail and subtle analysis of interviews with workers, managers, and employers, Nadeem demonstrates the culturally transformative power of globalization and its effects on the lives of the individuals at its edges.

About the Author :
NadeemShehzad: Shehzad Nadeem is assistant professor of sociology at the City University of New York, Lehman College.

Review :
"Finalist for the 2011 C. Wright Mills Award, Society for the Study of Social Problems" "Armed with sensitive ethnographic detail and careful attention to the material and symbolic structures of the global economy. . . . Nadeem ushers us into the everyday texture of the outsourcing industry, where he focuses on the ironic, funny, and often troubling everyday lives of the people who constitute it."-- "American Journal of Sociology" "Nadeem explores the Indian call center industry and its effects on its workers, a topic with relatively little scholarly literature. . . . The book covers a lot of ground, analyzing call center lifestyles in terms of language, time, gender, class, work culture, and shifting notions of morality. . . . Overall, the book is useful to graduate students or faculty interested in how globalization operates at the local level or in the outsourcing industry."-- "Choice" "Dead Ringers is an excellent resource for both students and scholars and should be required reading for policymakers, whose faith in or distrust of globalization may miss its very point: 'economic growth should be recognized not [as] an end in itself but as means toward the realization of diverse human potentialities.'"---May-Lee Chai, Asian Affairs "Dead Ringers' insightful and articulate contribution proves to be a fruitful, engaging, provocative response to the questions asked by anyone that ever found themselves talking to an Indian call centre worker and wondered what it would look, smell, feel and sound like on the other end of the line."---Zachary Condon, Journal of Intercultural Studies "[Nadeem] offers concrete and important insight into the world of outsourcing. . . . One cannot help agreeing with the author that the brave new IT world documented in his interviews disturbs more than it shines."---Andrew Robinson, Nature "After speaking with dozens of employees from call centers and white-collar subsidiaries of multinational firms, Nadeem questions the optimistic and conventional view that outsourcing, and globalization in general, benefits Indians. His concerns are not economic--those employed in the outsourcing industry certainly do earn comparatively higher salaries--but rather on the effect that outsourcing has on individual workers and Indian society as a whole."---Maura Elizabeth Cunningham, Asian Review of Books "Nadeem's account of the relationship between new economy management styles and labor rights is especially illuminating."---Sareeta Amrute, India Review "Nadeem's carefully crafted prose, literary style, and incisive critique make this book an important and timely contribution to the burgeoning sociological literature on outsourcing, asserting a dark critique of the economic and cultural processes that legitimate a peculiar consumerist-worker in India. His bold engagement with prevailing claims about contemporary India serves to debunk stereotypes, producing an original, empirically grounded, and politically astute narrative of one of globalization's hot spots."---Smitha Radhakrishnan, American Journal of Sociology "The book poses several more questions than it answers, a characteristic that provides fertile ground for organizational scholars to find questions to investigate. The book should appeal to organizational scholars, business professionals, and policy makers alike."---Sriram Narayanan, Administrative Science Quarterly "The main contribution of this book lies in the social and cultural analyses of work sites and workers as their lives unfold through a typical day-night set of activities monitored in ways that may appear to reduce workers into objects. . . . [It] captures broadly the contradictions involved in the lives of workers of the outsourcing industry, as well as actions of the Indian state."---Mangala Subramaniam, Contemporary Sociology "This is an important book. The tone of the book is academic and the style difficult, and some may disagree with the Marxian framework used, it is well worth a read for anyone who wishes to understand the sociological dynamics of this fledgling industry."---Jajodia, Businessworld