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Right. Thank you.

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Good morning, everybody. So, Shekar Tinnapa

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India. Such an organizer. Tried to find the presence of

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Chair, professor. Jakannat Cindy, Gulberga. Karnataka, Bilbaginas to Kanaka.

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India and co-chair.

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Dr. Hennespati. From Kubo Amnesty But not India. May I request you to come in?

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Occupy your seats please.

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Well It seems it's almost like an Indian session consisting of Indian session organizer, chair, co-chair, discussant.

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And paper presenters as well. Audience as well. Of course it's a I mean to say customary or regulatory pattern.

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In this world Congress. To go through the approachment Hearing on the scene to say How to find that.

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Yeah, that acknowledgement. Please click this one here. All the acknowledgement, sorry.

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Here you go. Thank you. Well, on behalf of everyone gathered, I pay respect to the spirit of country here in Marm.

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Where we are meeting Right now the past and present Kulin nation. Oh. Orange-wai Murung has the sovereign people here.

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The cultural knowledge holders. Who maintain and promote the NAME Auditor General. Law customs and custodianship responsibilities.

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Her country and the people that. Country continues to sustain generation of generation into The future for all of us.

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I recognize the important contribution that First Nations thinkers have made to sociology, including challenges toward dominant ways of thinking.

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We thank all First Nations delegates. In the room today are their contributions to knowledge. And Okay. Yeah, yeah, yeah.

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So.

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Knowledge in the discipline. Okay, thank you. Coming to Master 52.

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Personally speaking, ISIFTY 2 is very close to my heart. I'll be a member of RC, 52.

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We're back in 2,002 and I'm continuing as a member. A 50, RC 52 till today.

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Okay.

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A team of the session is, as you know, corporatism, democratization and their implications for professionalism.

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Well, I may call upon. T. From Gulberga Cannot to India to come and this.

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To come and present his waves.

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Okay.

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Just like that. Will come a trick.

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Good morning everybody.

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This is in Nazi, 52, That is earlier the concept of the team of the decision was growing healthcare, criticism implications for medical profession.

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Keeping a new that concept of the session as a team of decision. I was prepared in submitted my papers and tried to split up.

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Okay.

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Marginal equations in healthcare industry implications for medical profession and health. SERVICES in India and it is more particularly related to Bengal City.

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Before starting my presentation. Yeah, I would like to acknowledge my sincere gratitude and thanks to my teacher, my mentor.

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Rosa. Actually He motivated me to prepare a paper. And submit it to the RC 52

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And basically, It's his ideas. He made me to thinking this direction made me to look towards the acquisition and the merger of the parade hospitals in the Manuel City.

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And at the same time, I'm very much thankful to Professor Seasim Sacker.

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Is the chairperson of, or amnesia of the session and, We accepted my paper and gave me an opportunity to present my paper here.

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And at the same time, I am very much thankful to the Australian sociological association. For providing us all of us.

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Oh, come here, come over here and have academic discussions. For the so many topics and problems. And also to the International Sociological Association.

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And at the same time My beloved professor 3 of Sir Cindeer Jagannath and Professor in Nepal.

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They are here as a session chair and co-chair of this. Session so at the same time I'm also thankful to Chindesa and Nbsp.

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And I am very thankful to the

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The participants of this. Decision also. As I have mentioned my title of the paper is Pate of Murder and Aquation in the health care industry, implications for medical profession and health services in India.

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In the recent years, Edge in the western countries. The Mango City is witnessing the merger and acquiring hospitals by corporate companies.

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More particularly, I would like to explain here. The Indian society. Or the democratic setup of Indian society.

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You are more. Conception or the news of the public are the public those who believe in the government is that they expect Free services from the government particularly in relation to health care and educational aspects.

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And in the recent years by the impact of globalization and other things. Bengal City, the all the big hospitals in the Bangalore city they are experiencing the Now Marjorie and acquiring of the aspirin by the carpet companies.

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In the recent years in Bangladeshi only, acquisition occurs. In Apollo Hospital.

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Colombia is forties Manipol and Naran Hzayla are the examples of the murder and acquisition of hospitals in Bangladesh.

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The increase in the murder and the position of private clinics and aspirants by the corporate companies has made some positive and negative implications on both the medical practice in the region also at the same time on the patients that is we I considered here as the consumers.

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Can you must miss the patients those who are attending to the hospitals? The turn of aggression is occurring with a rational providing an efficient and cheaper health care facilities to its customers are the patients.

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And also to have a medical practice with professional touch and modern health care facilities in a single door system.

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The present study actually it is the intention of the purpose of the study is to to identify the or to highlight the positive and the negative implications of this merger and acquisition of hospitals by the corporate completing particularly to the Bangalore city.

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I, advantages of consolidation. Totagement books for consolidation in the healthcare industry include the following.

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What the corporate companies those who are involved in the merger and acquisition of hospitals. Their intention is that are their motivation are there idea is that it increases the care coordination of the patients.

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I need to reduces the duplication of clinical services. And at the same time it improves the clinical integration and management reduces the operating cost by 15 to 30% acquired by the acquired hospitals.

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And increases local access to acute care services. R to the administrative costs also by merging hospitals their intention of the reclaim is that they reduce the administrative expenses.

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Destroying this of the consultation, opponents of the consultation are those People are the group, those who are opposing the consolidation and merger of their hospitals in India, more particularly in Bengal City.

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They are of the opinion that it increases the average price of hospitals by 6 to 18% and they are given some examples also.

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And it reduces the computation also when in any profession, preserving competition then only we expect more and more qualitative services from the practitioners of the particular profession.

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By merging the hospitals are by acquiring the hospitals It reduces the competition. And no measured impact on the quality and the the companies of the corporate companies, those who are acquiring the companies of the corporate companies, those who are acquiring the private big private hospitals.

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Their claim is that they are giving by merger and acquisition the quality of medical services have the quality of medical practice or the quality of the treatment that the patients are receiving it improves.

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But there is no evidence on the part of the improvement in the quality of the treatment are the it is there is no measured impact.

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Are they with a definite statistical scale and other things. We know are not observing the measured impact on the quality of services by the hospitals were enrolled in the Mazarin.

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And limited patient benefits. The patients. Are getting very limited benefits by MADZER. Higher health insurance premiums, most particularly what we are adjourning the

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Individuals, those who are practicing profession in the private companies and in the government services do offer usually for medical instances.

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Because of this merger and acquiring of hospitals by the corporate companies, the companies, the insurance companies, they are raising their insurance premiums.

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To the Indians those who are going for incidences and even with the insurers paying the Let's do provide us and they are providing very less choices also.

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In practice it is found that the customers are not getting the services as promised by the insurance companies are as promised by the the hospitals before to the merger are before to the acquired by the corporate companies.

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The medical practitioners are also losing their professional autonomy in their practice. As an student of sociology of populations and occupation, each and every profession is having its own ethics and profession, occupation or a job area work.

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When it is considered as profession means it must have a professional autonomy when in its practice. In the medical practice by acquiring and acquisition and the medical practiceness of the doctors.

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They are losing their professional autonomy. They have to practice according to the directions of the administrators, administrators of the that hospital which is acquired are a major by particular corporate companies.

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Most of the time the doctors of the record they have mentioned you have to put some of the tests which is not required for the patient.

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And doctors medical practice is slowly transforming into the commercial activity. Medical practitioners actually it is a service-oriented profession by murdering or by acquiring of the hospitals by the corporate companies, gradually the medical practice I think profession is coming or returning itself to the Transporting itself into the commercial activity.

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Professional practice is considered on the basis of performance targets which end endanges professional autonomy also.

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Here aging the manufacturer organizations and as in the other industries the doctors are also providing their targets they have to attend this much patient or they have to provide this much tests.

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In this way they are limiting the targets of the doctors. In the carpet or a marzard and aquarium acquired hospitals.

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So this become the strain in the doctor patient relationship also. The relationship between the doctor and patient is a family relation but these relationships are coming under the strain are under the pressure.

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Oh. Here, the results question is the role of the government. Because as the Indian government is a democratic one.

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As it is declared in its constitution, social upper state. So, it is the prime duty of the Indian government or the state governments to provide a good health care to its citizens.

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But here, the question is the role of the government. And the Indian Medical Association, I am it's called.

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In the setting of the profession to its ideal goal because earlier the goal of the medical profession was to serve the population.

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Here the goal is transfer him from service service to the commercial orientation. So, here the question the research question is the role of the government and the IMA.

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Sorry in the community rather than the commercial unit. The hospitals must be considered as a service seniors rather than a commercial units.

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But by murdering the hospitals, by acquiring the aspirin by corporate companies, these hospitals are turning itself into the commercial units.

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This is the question of the research and this is the researcher would like to ask or give the suggestion to the government to make a particular level a control to the carpenter, carpet, and merging up hospitals and acquiring investments by the corporate companies.

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The research suggests that the government and the medical professional associations to offer concentration on the ongoing structural changes in the health care sector in Dundee, implications on the medical practices.

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So, here the government should make a concentration or observation on the merger process are the acquiring process of the big hospitals by the acquiring process of the big hospitals by the corporate companies.

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No, to object there. Structural changes and healthcare exchanges even in some of the hospitals. They have reducing the staff structure also staff will they have we done this stuff for some of the stuff from the services also they have merged all the services into any one unit so some of this stuff they have loses their jobs also.

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This is what the there are some of these practical changes are occurring in the merger and acquisition of the hospitals in particularly Bangladeshi in India.

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So government should make certain observations how it has to make a certain check. To control this situation our control the trend to becoming from a social service to towards the commercial unit.

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Aspirals are coming moving towards the commercial units. The government should make an observation or the hospitals are over the merger process also.

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Here some of the data or trend which we can observe here during the 2,007 the percentage from it was 84% is during the 2,008 race to 150 during the 2,079 this might be still more in 2,023 also.

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I'm not getting that data so I have restricted my data up to the 2,017.

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And at the same time the executives from high-value transactions pursued they spend more time on integration than executives from non-high value transactions.

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Here they high value they You can observe the data by during these colors also. So in the Int integration.

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They exhibit 100% value that is most of the executives they concentrate on integration of the services or integration of the activities in the Murder and the Accord hospitals.

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Persent is reporting projected cost structure efficiency they achieved from the transaction percentage saving realized. So, 30% of the respondents they exhibit that they don't know whether the cost of the cost structure efficiency has increased or not.

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And the less than 20% estimated savings that 31% They are saving that they are saving some of the money and 25 to 50% savings that is 11% they have expressed that they can save the money.

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In this way there is they can save the money. In this way there is no definite evidence regarding saving of money or getting definite or committed service to the patients are which we call here as the customers.

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So, this is a high time for the government. Make concentration on the Murder activities are acquiring activities particularly in a city like Bangalore where the population of the state majority are more much of the health care activities.

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Are concentrated in a city like Bengal. And, there the major, hospitals.

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Are coming under the margin equation process. So, to To give the medical services to its population, the government of India or the government of Karnataka, they have to have some checker observations regarding merger and acquisition activities.

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Thank you.

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Right. Well, now I may call up on Professor Sutaki from Bangali University, India to present a paper.

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Please ma'am. Please proceed.

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Go ahead.

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One.

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Noamaska I as I said, this is an Indian, you know, session happening since most of them are ringing here.

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And, it's nice to see, everybody, in Melbourne.

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Especially professor just concluded at the outset, I would like to thank the chair of Professor.

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Okay.

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And co-chair NS. And Zoom Shaker for inviting me to be a part of this.

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Conference and allowing me to present. My paper here. I hope I'm audible and visible both.

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Yes, thank you so much. Thank you.

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We got good. If you look at it. Yeah, we're on the countpoint slides.

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So my presentation is with you.

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Yeah, it's already uploaded.

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I can't see it.

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It's uploaded. The space. One day we just created a branch. They will share their location.

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Yeah. So, no, Madam.

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Yes, yes, I can see it, sir. Thank you so much.

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I don't even think I could be for it. This one.

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Now is it okay?

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Yes, yes, yes. Can I continue?

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Yeah, you can, you can. Theisation within this book.

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See, no, no, because it's set up that right in my maybe challenge me, it was sharing my screen and saying.

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Yes, sir. Shall I begin my presentation?

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Yeah, yeah, you can. Yeah, might be able to.

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In one city, Okay. Yes, ma'am, please.

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Yeah, my paper talks about the inequities and inequalities. In access to the healthcare system.

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Especially during the COVID 19 and the past 3 4 years in India Next slide.

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Not that.

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You with them.

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Next slide.

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See what this does as well. That's all good. You'll just have to click. Yep.

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But we might try and put the video panel on the top because it's blocking out some of the text.

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There we go.

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Yes. Sir Mar, should I continue?

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So.

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Yes, now it's fine, sir. I'll proceed.

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Yes, if you look at the, growing inequalities, and the inequities in the health system in India.

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We have a large proportion. Which talk about people who come from various groups in their country who failed to access the healthcare system in India.

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And it's also the inequalities are very disproportionately affecting marginalized in India.

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And basically there are the socio economic reasons for it. And of course, the political will which a short and ensure that the health of the marginalized are taken care in the country.

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And this is also linked to the, social causes that we have. poverty iniquity.

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Viktor.

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Good.

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Lack of access to safe drinking water. And housing for the people in general as our earlier speaker was talking about the, you know, how Bangladesh is only being centered as a city where most of the health care facilities are available ignoring the rest of the state and

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other cities in the state. And then this is also, if you look at the disproportionate, we see that 65.7% of the household.

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Belonging to the general category that is in india since we have with the environment system which is based on the cast.

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Okay.

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The general category have access to improved non-shared sanitation facilities while only 25.9% of the SDs households have improved non shared sanitation facilities.

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So there is also another data percentage which shows 12.6% more children as a standard in the S's households than those in the households belonging to the general category.

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So here you can see the clear distinction. They divide between the growth of children who come from various marginalized sections and the chances of a child dying before it's fifth birthday is 3 times higher for the bottom 20% of the population.

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Which is,

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Yes, sir.

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No. Shall I move to the next slide, madam?

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With all the, inequalities and the equities that also existed before the COVID that we've seen in India.

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But the pandemic has exposed the weakness of the healthcare system especially the public health care system and the NHP the 17 2,017 data showed that there is only one government allopathic doctor for every, 10,000 people and one state run hospital for every 90,000 people in the country.

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So this makes it very difficult. for the larger, people in, in, in, the country to Look for better opportunities for health and especially the marginalized people.

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Have a major setback when it comes to getting access to the hospitals and it the data now this data are available Oh, by the organizations.

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Like the by the WHO, which also told us that, the hospital beds per 1,000 population in India, 0 point 5 is also lower than some of the lesser developed countries like Bangladesh or Kenya and, Chile.

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Next slide. Now, when you talk about inequalities, now what is it that we are looking at, what is it that I'm looking at this paper is, the differences in the status of people's health, right?

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Oh whose access is easily available resources who is easily available to and this term is also used to refer to the differences in the care that people receive and the opportunities that they have to lead.

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A better, healthy life. Both which can contribute to their health status and health inequalities scant, involve, differences in the health status, for example, life expectancy.

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Then we talk about the access to care. Availability of the, services. Which we still are looking for.

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Right to live and of course our directive principles of state policies also talk about, and show, tells that the states, it is the state's duty to ensure that they take care of the health of the people of that particular state.

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And it's also because of you know the non-availability of universal healthcare system.

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Pushes these people. And makes it very difficult for them to have access, to the healthcare.

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And then you talk, we talk about the quality and experiences of care. Level of patient satisfaction.

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How the we have seen in many cases in India when there is the ratio it shows that the doctor patient ratio is less.

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At times there are also you know, the, compounder or the nurses who are, operating, and, you know, taking care of the, patients and, which has included some fatalities also.

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I, behavior risks to help. which also talk we talk about smoking drugs and other alcohol which talks about the quality of the life of people and, how do you overcome, these, behaviors?

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Which talk about the health of the people in the country. And then, the quality when you talk about, people, we can't exclude.

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Especially in the metro cities of the country. We see the slum areas are all occupied by the migrants who come from the villages and the kind of hygienic level, you know, in the unhygienic level that they stay in the cities also leads to another factors.

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Which one should be taking care about the health because in the children diarrhea infant mortality rate is high among these groups of people who live in such pathetic conditions.

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Next, yeah. Now where do we see this inequalities and who are these people between whom do we see this?

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We look at, you know, people who come, from the background who are not, who are not employed.

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People again who live in the poorer housing

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Areas, access to green space and less access to fresh. Healthy food, which also means that these groups and communities are more likely to experience A poorer health Dandy.

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General population in the country. And this is also a reason where you will see. There will be a divide between, good health.

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And access, to the resources of health care. And, how it should be taken care of.

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And the inequalities that exist by caste. If you look at the divide again, you can see that there is a organization coverage.

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I'm only a CSDs, is 31.3%. Compared to the others, 53% among the cast, among the cast, among the different cast in India.

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And this

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Inequalities has been increasing again over the time. And when it comes to gender, if you look at the COVID instance for example.

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Oh

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Many a woman in the country did not get cover his best men who took you know COVID ejections during the period so this also shows the consequences and the cultural you know behavior setting of the people or where the health of the women are is ignored.

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So India has been historically struggling with this kind of iniquities, inequalities in health.

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It has, negatively affected the health and accessibility to healthcare and the other you know irrespective of their gender or cast or religion location economic standing.

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The minorities and the marginalized are the hard hit people who cannot access a good health care system.

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Next. The objectives of the paper is, I have tried to look at the direction of health inequalities in India and more so do during the COVID situation.

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And also to understand the patterns. Teams and the trends, what has happened over the period of time.

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Yeah, have used the triangulation method during this paper. Again, data from the UN, Oh and other research which have, published during the period of COVID.

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19.

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What happened actually during the COVID-19 situation, during the COVID-19.

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We saw a lot of low income you know people belonging to the low income facing discrimination in the community during the COVID period I don't know, these people were 5 times, you know.

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Those in the high income brackets and they were 50% of SCs and SDs who faced, difficulties in accessing, non-covid medical facilities compared to the 18% of the, general category.

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So you can see here who were able to access and who were not able to access the health care. And, the other reasons that we also see about the healthcare in India is, unemployment which leads to a lack of health care resources.

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Income inequality, lower the income or, which, you know, most of them, this arrival is, on a daily basis.

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So that also becomes difficult when a daily basis. So that also becomes difficult when health hits them that also becomes difficult when health hits them that they cannot take care and they are not in a position to go to their hospitals.

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Lack of good hospitals in remote areas. Yes, this is a major problem in India. The which starts again with the public, the primary health care sectors but most of them even the primary healthcare centers do not have, you know, well equipped

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ambulances. So most of the, people, we see and we hear also that, even before they are brought to the cities in the ambulances from 50 to 60 kilometers, it becomes hard for them to survive.

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And, lack of doctors in the remote areas is also one of the reasons why it becomes difficult for the rural people.

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To have, quality, health care. And, yes, the medical inflation is more.

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In the sense it's most of the time in india people shell out their money from the pocket, to take care of, their illness.

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In fact, it's the other way around in the, in the countries of Europe and US, compared to where, public health care system is good and they do not have to shell out money.

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And then in India we also see that there is a lack of health insurance concept most of the children you know parents in India do not think about their old age.

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And how much they need to invest. Since most of them again come from the marginalized and the bigger section where survival is a main question for them so it becomes difficult for the to have an health insurance and they are not bothered about their health in the age old age period.

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Particularly again during the COVID we see that you know the Number of, says this.

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Good.

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Yeah. Sorry. Yeah, the, data showed us that how, you know, less doctors we have, for every, 1,000 patients in the country.

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And the health infrastructure in the rural India.

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How, states like Wi-Fi and Rajasthan had, 75% of their cases, totally affected by the COVID and how it became difficult for the migrant workers to go back or for the people living in the rural areas to access health during the

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Covid-nineteen. Then inequalities in health outcomes. Due to a systematic problems, where we see there are structural failures here.

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And, the governments, inefficiency to address, the systematic health issues in the health system.

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We also see that there are failure of insurance models in providing health care to the marginalized.

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India's, you know, a 7 state survey from the southern India. And the central india during the COVID, short, that's the, you know, the number of people who died without having access to the healthcare where

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more in in And in India, we also see that middle of the health crisis, that we need to ensure that there is an urgent,

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Me to address the unlimited cause of healthy inequality, in, equality. And we also see that how this investment needs to be strong, especially in the to ensure that the quality of the public health care accessible.

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Is accessible and at the same time it needs to be also affordable. To all sections of the society.

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Yeah.

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If you look at, the kind of, you know the data that we read and over the period of time the data that we read and over the period of time the country you know has introduced aichmann program and we also have a primary healthcare

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Program. These are also, we are in a process to ensure that there is a continuous and the government is trying to strengthen the facilities.

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As health and wellness centers, which will deliver, comprehensive, primary health care, especially for people living in the, rural and urban areas.

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And hopefully this such programs should ensure that whether it is a pandemic or, no pandemic situation.

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The health, of the people of the country needs to be a top priority. Because if you look at it now we are in an unprecedented health care prices.

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So we need an urgent need. We need to urgently address the, pauses of the, health inequality and we also need to ensure that there is a strong primary health care system.

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To make quality public health care which is again accessible and affordable to all sections of the society.

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Thank you.

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So thank you sir for allowing me to Okay, giving me a opportunity to present my paper.

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Came from the

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Well, thank you, ma'am.

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Thank you, sir. Thank you.

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Not quick. Okay, next presenter is Suzette Kumar from Mahali in job India.

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He'd be presenting his paper on professionalism as a means of organization control in incentives.

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Good afternoon everyone.

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The title of my presentation is professionalism as a means of organization control in call centers.

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Okay.

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Will the objective of the paper is to know the notion of professionalism which defines the employee identity. The paper discusses the emergence of call center industry in India and how professional identity is infused and incorporated as a means of gaining employee commitment to the achievement of the organizational goals.

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Organizations promoted employers professionalism through induction. Training, ongoing socialization, and performance evaluation mechanism.

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Call centers, they rely on the notions of professionalism to achieve organization goals. But it affects employees health and family life.

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Now, what are call centers or call centers we say as the workplaces? It is a specialized office where employers which are also known as the agents or the customer service representatives.

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They provide information, deliver services. Conduct sales using some combination of Telephone and information technology.

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Typically with an aim to enhance the customer service while reducing the organization's costs. The service at the call centers constitute into 2 broad categories.

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Involved and outbound. Inbound where the customers service representative receive information, incoming calls from the customers.

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With the goal of providing information and services or technical support. The outbound provide a variety of functions in relation to finance, accounts, customer care services and medical billing to customers.

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Now these customers, they vary from region to region in a state or situated across the border in North America and Europe in countries like Britain and Germany.

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Calls are made by the customer care employees working in India. They are skilled at interacting directly with the customers through the use of sophisticated computer-based systems.

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And that dictates the pace of their work and monitor their It's quality. So, these CSR agents, they are making the calls to the customers.

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They are called as call center representatives. And the customer care agents. The internet technology plays a very important role and it is a network of sophisticated computer-ized networks, communications, And this work is divided geographically through distant sites.

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And it is performed without the physical presence of the worker. Now, this call center industry is the part of information technology or what we call as the IT sector and the ICTS that is the information communication technologies.

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The technological revolution which started primarily with the coming of computers and the internet from the Europe nations of North America and Europe.

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Manual-cassels calls the present society as a network society.

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Now, we know the globalization boom, the period of 1,990, s the LPG liberalization privateization globalization and the call centers they emerged in India with the The period the wave of the globalization The trade and business was facilitated and there was an expansion of the global economy and the information technology industry

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became the backbone of this Indian economy. Okay. So this IT sector created both physical and digital products.

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And when this IT industry was at the boom, it focused only on the software services. And later there was a segregation because the IT industry comprised of the engineers generally we knew okay the ones who had done their BTX I IITs they used to prefer working in these IT companies, they are drawing very good high

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salaries. But later it was, there was one other department which was not technical that was the ITES information technology enabled services where other services like BPO services emerged and the call centers they became the part of this new industry where no such engineering degree or BTEC, this thing skill was required.

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Here I am saying that the technical this means that the one who was very good in programming making software came.

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So, customer service representative India, they are providing variety of financial accounting services. Customer support medical billing to the clients and United States Canada United Kingdom and Germany.

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So, now the primary goal of this call center is to improve the customer service and See, generally when we make when we are having a complaint we generally make a call to the customer care executive and then they are listening to our queries and they are resolving their queries.

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So in this in my study, the call center agents they were located in India and they were catering to the service needs of the clients who were in North America and Canada.

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Now, if we do the literature survey, we find that the studies they say that these call centers, they utilize powerful audio visual technology.

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They are they use computers. They are technology makes the call centers mobile, and the hierarchical teams are within the manager control which replace the members.

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Some sociologists like Donald and management experts like Norana who have extensively returned on in this area they consider call centers as modern organizations in the study of American and Indian call centers.

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And they teach self-discipline and professionalism. So if you read this book, Employee Identity in Call Centers by Noran Akrud's, she's a professor of management at Indian Institute of IMs, Indian Eastern Management.

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And she describes that how employers dedication to the company goals they shape the professional identity. So this professional reveals or the professionalism reveals the identity of an employee.

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So the studies they have, they demonstrate that Indian industry help expanding the Indian service sector and this IT BPO business contributed to 10% of the service segment.

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Now, the procedure of the study was that I took the city of Gurang, which is in the NCR region of Delhi and there are more according to the report of the NASCAR, there were more than 500 international call centers and I randomly picked up the 6 and then 300 was the respondent size.

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We have 150 where females and 150 were the males. So now I come to this that how we see professionalism as a lived experience in these call centers.

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So the quality of the agents you see the work in the corporate sector is incorporated into the core theme of being professional.

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Whoever joins this IT industry, whether it is a software industry, BP industry. They say the first lesson they teach is that you have to be very professional.

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Okay. So this professionalism is based on agents identity. Right? Self-concept and enhances their self-esteem they say that oh you have to be very good with your customers.

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You have to be very good in dealing with the customers. Why? You are a professional. You are a professional.

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Professionals always behave in a very disciplined way. They are the ones who give the best quality services.

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So now this professionalism is based on superior intelligence, advanced qualifications and the sense of responsibility and work coming.

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Work is prioritized over the personal needs and pleasure. Employers behavior has to be dignified with their fellow colleagues and clients.

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And they adhere to the strict norms of their organization and perform at the highest level and rationality in the job.

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So, all central companies, they cultivate the notion of professionalism in employees through induction training. The training is very strict.

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Ongoing socialization, performance-based rewards and strict professional identity of employees in organization motivating them to take up the challenging tasks.

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So I set inbound and outbound the 2 parts of the call centre industry. Now in the outbound call center the agent is supposed to make the calls to the customers.

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And it requires a very, very, it's a daunting task to convince a person to buy a certain product.

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So here the marketing skills they come the emotional labor comes okay and their language communication skills, their convincing power, all they are the part of the professional identity of an employee.

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They have to meet their targets. They cannot say that we the targets were not able to complete. Let us say that they have to make a certain sales.

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So those sales target, they have to be completed. And they have to withstand the work pressure. So, rules teamwork, support and innovation.

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They play a very important role in the professional life of an employee. They bind together and encourage employees to do well.

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So this I this model of rules teams support an innovation I took from this Khan Osrow Majesty.

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This was based on their 4 inherent work practices. These are the management scholars. So rules they act as a guideline that define the social action of employee and coordination amongst the works that relates to the efforts.

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For the successful attainment of the goals. Support of the managers in attainment of the organization goals and innovation the introduction and implementation of the new ideas so it is not just monotony that you have to take the calls and you are to sail or you have to attend to the queries of the customer.

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Sometimes they say that is the employee has to be innovative. You suggest they ask their teams. Up you suggest some of the good practices that how to enhance some of the good practices that how to enhance the customer, how to make the customer, how to enhance the customer, how to make the customer services very.

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So, rules are very strict. They have to maintain employees regularity, maintaining logging hours of work and avoidance of the brakes.

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In employees are expected to answer around 100 calls each day and even one worker absent that day cost the company a lot.

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It hurts the company service and reputation. Employers are left without authorization and management is turned and the team leaders are warned verbally about the violators.

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Logging times are referred to the time when the agents they start their computer they have that at this end this time they are supposed to be there, they log on to their computer and Then after the breaks they have to adhere strict timings while returning back to their cabins even if it was found even the employee was late for 2 to 3

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minutes their salaries were deducted. So, such strict are the norms of the working. So out of the 300 employees in our study 275 accounted for this rule to be the second most important rule and authorities were, well some said that they were not dead right while maintaining login us.

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When the calls are heavy, they curtail breaks on weekends and in order to maintain their service quality to remote consumers and clients.

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Staff were to handle any service related issues. So customer service was under strain and it was time bound.

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Employees stated that during certain days when there was a high inflow of calls the company shortened their break periods and even cancelled their weekends.

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They were not given the holidays, okay? It looked sometimes as if we are being treated as machines.

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This is a statement given by a respondent limiting the brakes of the employees to maintain service standards. And in one case the employer got the problem with the kidneys because he was not allowed to go to the loo, right, and that caused the problems again.

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So responded said his team leader refused restroom breaks and because of this he got the kidney stones. Call centers were mostly young people, nearly equally male and female.

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They prohibited the PDA that is the public display of affections. Hagen kissing, they was not permitted during this the working hours.

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The workers were very severely disciplined. Administration also prevented working married couples from sharing a floor and shifts.

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So there was a strong rule-based culture. Employers said authorities strictly enforced these rules. Now teamwork, of course we know that what is the importance of the teamwork and it plays a very important role at the workplace.

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So every team member contributes to the task completion like a basketball team setting up the ideal shot and individuals are.

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They plan to coordinate and cooperate to get one player the ball to score the basket. So today's work force they values the team work and this is a very important culture which goes within the call center.

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Okay, so in the 6 call centers of our study the team acted as a united force to achieve their targets So, and the team leader is also linked to the organizational structure.

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Now, support was given to the employees through the manager's cave and it created a sense of duty to assist the organizations to succeed.

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And there were 4 management levels. The vice president at the top used to work for the CEO and managers and then after managers the team leaders and the contact the customer care represent So innovation is changing something by adding something new and innovation or it was stated that in BPO it improved the customer service infrastructure and technology, okay?

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So, 67% of workers they believe that the call centers introduced modern computer sets and voice talking equipments.

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It was observed that particular characteristic of the working culture of these organizations they were based on stringent rules regarding the working culture of these organizations.

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They were based on stringent rules regarding work by punctuality and discipline. They were based on stringent rules regarding work by punctuality and discipline.

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So strong organization culture was prevalent in these call centers regarding work by punctuality and discipline.

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So strong organization culture was prevalent in these call centers and they made them unique in the private service sector of the economy.

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So managing work pressure constraints, all center operators operate at 24 into 7, 3 65 days without any breaks.

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Factories, hospitals, hotels, airlines, media, military forces and IT firms they employ this strategy.

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And this 24 into 7 industry worked in shifts largely established by the management. So Western client need the 20 four-hour shifts with most work done at the 9.

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And call center operates 8 HA day without with 9 art shifts.

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Okay, the most common ships were in the US. And they used to call the US as the graveyard shift because they were these the shifts they started at the evening and they used to get over by 6 a.

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M. And this was followed by UK and Australia. So customer, which were both at the inbound and outbound operations, they were required to handle the requisite number of calls came and employees remained seated for 8 HA day for their prime job and call handling during the study employs from each call

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center were asked. So whatever the calls the agent was making to the customers all their calls are recorded they are monitored they are under a surveillance and they are seen that they are maintaining a very high quality standards scheme.

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So, in fact we sometimes generally the people abuse that and that abuses towards the organization where sometimes one doesn't get the refund right it may be any hotel company of any airline company and then it is these customers, these agents, they are handling the things and if you see that if you if you just speak loud they generally say after we learn this

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is sorry sorry sorry sorry so why they're sorry why they're saying this because this is what they are being told they are not supposed to react right otherwise if you see the grievance which has made it to the company it is these agents who are listening to all the ingredients of the customers.

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Okay. So I think it's it's a very very, very good require a lot of patience and tolerance for it.

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Interestingly, respondents reported mixed experience about conversing with Indians at abroad. Some members of this group behaved heartily and made respondents feel inferior because they were located in their home.

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Respondents, but they were also trained to humor, irritate customers by listening to them and by apologizing.

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So these type of one of them he said that he called a person in Britain and he said that please you please call your father and the response was well he's digging potatoes in the drink What does this mean?

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His potatoes, he's digging potatoes in the grave. What do you mean? You thought maybe the father is in the garden.

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Then he understood what he meant. Right, person meant that his father is no more, right? So these type of expressions, well, they are very different in the context to the Indian context.

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So, we don't even use these expressions when we are talking and of course to have family members.

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So there is a this cultural the problem of the cultural this thing identity and the cultural clash is seen by these agents.

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So, these are all the trainings that they are irritated customers but since they are professional they should not take it to the heart.

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And the workplace they have with the good infrastructures, the rooms are spacious, proper air conditioning, lightning system makes the work environment pleasant, comfortable for its employees.

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And the absence of such working conditions can impact poorly on the worker's strength. So, lightning devils is necessary as the work in the call center mainly involves working shifts, liquid, LCD technologies, personal computers and good size of the computers.

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So in-house doctor facilities are there that in case if the employee falls ill they they can arrange for it.

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Heat, there is a doctor in within the building. So, in conclusion, the call centers, they provide good working conditions to their employees in terms of infrastructure, food, transportation and medical facilities.

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And they are followed under the guidelines of the shops and commercial establishment Act, 1,953.

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So working conditions they pertain to working hours should use depend on the working process. Working on American process was regarded tougher in comparison to UK and Australian process.

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And goals relating to giving the best customer service. Based culture based on stringent working rules, performance based tasks.

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Rigid and autonomous bureaucratic culture. So since if you see the The title of this is the bureaucracy.

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So bureaucratic we generally see bureaucratic concept Marx web given by Max Weber and there is a hierarchy.

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So this is a digital bureaucratization where there is a strict servants and since these agents they are sitting in the cubicle offices where they are being monitored by every person.

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Physically and their calls are also being monitored. So now what what this line says that generally in bureaucracy we generally say that bureaucracy there is a delay of work, but at the private organization the purpose of the bureaucracy is not to have a delay or customer cannot say that these things will

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be revolved out of 5 days or I will just see to no you cannot give such answers right they have to be instant they have to be spontaneous.

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So when a bureaucracy is there in the private organization, these type of and especially working with the multinational companies WNS Microsoft converges they have to be very very fast they have to be spontaneous right no such no such delays can be made.

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So, and. So that is and now if you see the at present the India was the biggest market of the call centers.

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So there were 2 reasons that why India became a prime call center destination. First, in order to reduce the costs, the Americans, they hired, they started outsourcing their businesses and relocating their offices here in India, converges WNS.

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So hiring an American to do a job requires more than $15,000 but the same job is done for 35 to ₹30,000.

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So that was one of the prime reason, 25 to ₹30,000. So that was one of the prime reason.

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So that was one of the prime reason that why there was this offshore we call it offshore we call it offshore we call it offshoring of the services was done to Asian countries and India was chosen as the services was done to Asian countries and India was chosen as the prime destination.

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Second, India had the highest speaking Englishman power. And now at the present the market is now shifting towards the southeast Asia that is the Philippines.

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So Philippines is even offering the the organizing the costs of the hiring call center agent is lesser even than the India.

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So, on how these multinationals, they are more focused on the Southeast Asia. But the future of India, like call centres, they are of course they are not going to like, you don't say that of course there is some a dip in the business but only for a very short time but the market is now now flooding and

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you have people from northeastern parts and all the Rajasthan and MP UP who are working much deprivation, they are working in these call centres.

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So they have really solved the problems of the employment. You cannot depend today. A graduate cannot say that okay, after my graduation I'll get a government job.

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Everybody cannot get a government job. And the students who had invested so much of money in their B-tech and engineering degree.

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The ones who don't get job, the call centers, they came to their rescue. And after that they shifted towards the later bit technical process.

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And companies like convergence, they are also giving the career-based these courses like convergence they give free MBAs to their employees so that they can there is a some career abradation right so with these That's all.

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Thank you. Thank you.

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Okay, thank you sir. Our last presenter. Nuragany Shuiya who is waiting online.

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To present a paper. Can we get her in line?

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Yeah, good afternoon everyone. May I share my screen?

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So just a minute.

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You have access to Share now. Just give to go.

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Cool, yeah, we can say that.

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So is my screen visible now?

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Yeah.

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With

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The Thank you.

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Good afternoon everyone. I hope I'm both visible and audible.

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Give him this.

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So the title of my paper is bureaucratic training in India. The ambiguity of rules in the bureaucrats work.

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This paper draws on my doctoral thesis which explores the process of bureaucratic training in India.

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Conducted at specialized training institutes for fresh recruits to the highest carders of bureaucracy.

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Such as the Indian Administrative Service right after they clear the civil services examination and before the Zoom office. It draws on 2 years of ethnographic research conducted at 4 training academies such as the La Baha'i National Academy of Administration or Labasa at Masuri, India.

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My thesis studies the bureaucratic subjectivity, a set of intersecting ideas, concepts, heuristic frames, which produce a sense of identity for the civil servant and also a template of values, duties and models governing their work and personal lives.

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In what ways is a person belonging to specific communities, casts, genders and regions transformed into a bureaucrat.

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How are the trainees taught to think and act like bureaucrats? In doing this.

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I focus not just on the curriculum but what I call the training complex. This reference to the composite whole of the training institute, its various rules structuring time and space.

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The organization of physical spaces and the interaction of trainees and instructors, both within and outside the classroom.

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In paying close attention to how bureaucrats describe an understand their own work. I argue that far from being automated with hold into rules, the bureaucrat functions within a layer topology requiring a balance between several contradictory requirements of transparency and surveillance but also secrecy.

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Of time bound efficiency and waiting. Of strict rule following an innovative adaptation. And between value neutrality and harnessing social networks.

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The contradiction with respect to rule following is the focus of this paper. Rules are the most obvious site of inquiry for a sociologist in a bureaucratic institution.

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From wherever onwards the rule following bureaucrat has become the trademark of modernity. Bureaucrats ought to be a dispassionate follower of rules who must rid themselves of all aspects of their social embeddedness such as family, kinship, language, region, etc.

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That would pull them in different directions and divide their loyalties. In my initial days of field work at the training institute, I noticed a relentless emphasis being laid on mastering the Weberian version of rule following.

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Since the very first week of training and array of lectures were conducted on themes such as conduct rules, etiquette, general.

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First, the, In precise terms, the do's and don't for an officer, what is expected of them and what they ought to become.

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The most fundamental and frequently encountered way in which the idea of the rule following officer was conceptualized during training was through the negative.

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Trainers often listed qualities and behavior unbecoming of an officer. An ideal bureaucrat it was maintained was one who does not engage in certain activities and does not do certain things.

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Moreover, trainees were exposed to the fact that bureaucracy's emphasis on rules is operated.

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Both at the functional level of following rules, but equally at the aesthetic level of demonstrating that one is following rules.

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On the one hand, rules have a formally functional value. The curtail action direct operations and also punish and reprimand their violation.

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But rules also function as an object whose meaning is in its surface appearance and not just its functional value. Awesome, when rules were discussed in the training academy.

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It were in these aesthetic dimensions of part such as the faculty emphasizing the importance of punctuality of obeying seniors and showing humility of being very well-dressed, etc.

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Terms such as unbecoming of an officer or it's opposite officer like behavior would often be used.

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Such rules often unwritten were requirements to demonstrate the aesthetic of a rule abiding officer.

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There is nothing to say that a shabby officer with crude mannerisms could not be entirely within the remit of the official rulebook.

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But to suggest that one is following rules is obedient and within the hierarchical boundaries is as important as performing the actual requirements of the job.

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The bureaucratic training complex educates the bureaucrats on both these dimensions of rule following the functional and the aesthetic.

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The most obvious source of imbalance to this is if the formally enshrined rules are broken by bureaucratic actions.

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For this, the system enshrines a whole set of codified sanctions, punishments and investigative procedures.

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The obverse of this is when the officer identifies too closely with enshrined rules. Interestingly, this invites its own sanctions through ones which are not codified.

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Hence, as my fieldwork progressed, I gradually realized that the training complexes emphasis on unilateral rule following was only a partial picture of the actualances of rule following that was being espoused.

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An illuminating moment in my ethnographic investigations was my encounter with a humorous acronym used commonly by the trainees for some of their colleagues who were seen to be particularly rule abiding and serious in the tasks and duties assigned to them.

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These trainees were called KTPs or king type probationers. The term Keene would refer to a keenness to impress the teaching staff, a keenness to learn from the courses on offline.

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And a keenness to follow all rules as they were set. The batch at Lavasana had 2 such ATPs.

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I will call them L Both were academically well qualified and had secured high ranks in the civil services examination.

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Both Lohit and Ahmed were very enthusiastic officer trainees. This enthusiasm was read by the others as an arrogant attempt to show superiority.

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What is important to note here is that the KTPs were the subject of much ridicule as well as exclusion.

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They would be isolated and other trainees found hanging out with them would. Bye extension, be at threat of being Tom Ktyp's.

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An analysis of this humorous and also rather violent and exclusionary moment reveals something significant about the bureaucracy and the bureaucratic training process.

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Why is, why is it that an officer training keen on following rules comes to be the object of ridicule if the bureaucracy is marked by as Weber would have it rule following, why is the following of rules seen as a mark of division?

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I draw here from Zosek who in his sublime object of ideology says that the function of totalitarian institutions such as the Army camp or in this case bureaucratic training institute is never to produce a fully rule abiding subject.

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In fact, he argues that the fully rule-abiding subject is a threat to such an institution in taking rules far too seriously as being an objective manifestation of the truth.

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The subject or trainee fully and entirely dehumanizes themselves becoming akin to a robot. This makes the institution entirely hollow and without much purpose.

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Z goes on to argue that rules exist in a fantasy state always present in a virtual state never to be fully realized in reality.

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And this is not because of the weakness inefficiency or blindness of pain institution. It is because the institution itself has a paranoid split existence.

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It desires 2 contradictory and opposite objects. Within sociology too, we find a similar discussion in Merton who argued that role fulfillment and rural distance are both crucial to social order.

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Oh

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To close an identification with any role produces disorder and dysfunctions or what he calls goal displacement.

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Within the bureaucracy, one may observe 2 contradictory motivations, one being efficiency, reaching a goal with least resources and minimum time.

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And other being rule following to ensure impartiality and objectivity. Often both are at cross purposes with each other.

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Rule following prevents the spontaneity and innovation needed for the greatest efficiency, especially in the face of constantly changing needs and requirements of society.

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In fact, following rules too closely insisting on procedure can often prevent work from being done. Thus, to be a bureaucrat is not only to follow procedure but also to know when to spend rules as per the context.

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The KTP or teen type probationer thus stands as an institutional dysfunction. He or she represents a symptom of over identification with the institution.

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The ideal training is in fact a cynical training. He or she is neither one who says I follow all rules because they are entirely true nor one who says I follow all rules because I know nothing better.

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The ideal trainee would say, I know these rules are made up. They could be rather pointless, but I follow them nevertheless.

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It is this position which allows an institutional structure at most flexibility to adapt. And renege on its rules and promises while still retaining its overall form.

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Not only the trainees, the faculty also often stated recollecting their memories of training, how even during their time no one would ever want to be labeled a KTP.

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Some of them also noted how the KTPs of their batch were still remembered as such and even and that even after so many years, they continue to not be well connected with their batchmates.

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Networking was considered to be integral to a bureaucrats work life hence developing bonds of friendship during training was of paramount importance.

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Faculty members as such assertively discouraged isolation from In fact, while the training complex actively emphasizes and also rewards is the display of a spirit of a free they code.

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With with fellow probationers, friendship, a sense of togetherness and fraternity. And a willingness to assist and cooperate with each other.

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To display the spirit necessarily requires trainees to be popular amongst their batchments. It requires them to fit in and not be too serious about training and about following the established rules all the time.

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In other words, the KTP would never in any probability display this fraternal spirit or be considered for the formally instituted award for a free Baker.

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Thus, what we see is a constitutive contradiction at the heart of the training complex. The goal of instilling this spirit in the probationers almost always leads them away from the other goal of the training process, which is to produce an impartial rule abiding subject.

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Meeting the aporia at the heart of the rule following impulse, the conception of the bureaucrats as a value neutral entity also constituted a contradiction in the training complex.

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On the one hand, there were several ways in which the training complex sought to unmark the trainees of their social identities during training for instance the hostel rooms all of which were double seated were allocated in such a way that each officer training lived with a trainee of not only a different service but also a different region from

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India. But at the same time, the training complex also emphasized their social cultural differences and also encourage the trainees to utilize them.

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In his analysis of the symbolic basis of bureaucracy, Michael Hearst felt argues that bureaucracy in its pursuit of efficiency need not always be above social considerations.

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He notes that many at times bureaucrats choose to work or not work not because of the rules that constrain them, but because of the indifference that results from the way they construct social boundaries of the person.

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Who is and who is not worthy of help. On the basis of stubborn social factors such as those emerging from kinship, community race, etc.

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These claims made against the conception of a bureaucratic as a socially unmarked dispassionate follower of rules was substantiated in several facets of the training complex.

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The obsessive search by trainees for potential partners and spouses within the batch was one of them.

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What my fieldwork revealed was that these were not always love marriages as they may seem to be, but they were rather well caught out alliances.

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The opinion that the best suited partner for a bureaucrat is only another bureaucrat was popularly held by most trainees.

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The importance of networking and ensuring efficiency was discussed frequently in the course of training. Marriage within the fraternity.

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It was believed. Wood facilitate such networking in the words of a faculty member, marriage within the services meant double the part double the authority faculty members also often participated in matchmaking endeavors.

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During my course of fieldwork, a deputy director at Labasnum had actively organized a meeting of a current trainee with an officer of her previous A close friend of the trainee told me how the faculty member thought it would be a good match since they both were not only top rankers in the civil services examination, but were also

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second-generation IES officers belonging to not only the same guarder. But also the same cast.

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In his opinion, the match would have been perfect in terms of the social capital that they would both bring to their marriage, which according to him would benefit them personally and professionally.

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The networks and connections that would be formed on the basis of marriage would enhance the extent of power authority and influence that they would exercise in future.

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To conclude, the discussion in this paper demonstrates that the training complex espouses a multi layered understanding of dual following.

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In which neither the bureaucrat is understood as a humorless automaton. Nor is bureaucracy conceived as a monolithic objectivity machine.

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Oh

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Rather, training strives towards producing a rule-abiding officer who knows that she or he is unequivocally bound by rules, but at the same time also understands that all rules cannot always be followed in their entirety.

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The bureaucratic self is a split self which is constantly managing a tightrope walk between being a value neutral between being a value neutral actor.

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Who is above community and can affiliations and being a network actor for him for home connections of kinship, family, cast and community are meaningful because they will have to be utilized in their everyday bureaucratic functioning.

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Thank you.

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Okay, thank you Shya. For representation.

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I hope all the presenters were given sufficient time. For their presentations. Yeah, of course, of course.

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Well, I have greater appreciation for all the Oh, presentations, which were very Organized and systematic.

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Okay. Of course, particularly our study on health care industry. Bye.

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A great study of COVID-19. Situation in India by. So the co-kote from Bengali University.

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Professionalism in call centers by Streetkmar. And lastly, bureaucrats in India by I'm Nuraganishria where fascinating and I think these are significant contributions to the field of sociology of professions.

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Oh, hello. I used to remember so many concepts which were learned by my guru, Professor Vasily Remut, say I take this opportunity to mention that professor, SL Haremaster, is instrumental in getting into so many members.

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I mean to say particularly into RC 52 wherever we never knew about us 52 earlier actually because of him we were say pushed into RC 52 and started to contribute or somewhat something.

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Of course, yes, sir. He has contributed a lot to the field of social media professions as most of his students.

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He has contributed a lot to the field of social media professions as most of his students. He has contributed a lot to the field of sociology professions as most of his students work for their PhDs in the field of professions including me and Professor Raguen the Wenti.

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Since they managed party also. There are so many others to coat. Oh, well.

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In my point of view.

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One must give I'll see a thought today. Introduction of some new concepts like Financialisation.

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Now it is becoming more popular to term financialization. How does it lead to deep professionalization? Financial, it's really a serious thing to think about.

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How financialisation could lead to deep professionalization. Of course I think so many Studies are likely to be conducted in this direction.

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Well, keeping this in My viewpoint. Now I can ask you see, now the floor is a discussion open for discussion.

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Any questions or queries? It's the time. Okay. They have my

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Okay.

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Hi, thank you very much. My name is Angelique Waltzk. I am from the Human Sciences Research Council of South Africa.

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And thank you for the presentations. I just wanted to make 2 comments. I was just for the first 2 presenters.

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Thank you very, very much for your presentations. I think the key question that came up for me in the first 2 presentations was just really, yes you presented the impact of mergers and acquisitions and then also the deepening health inequalities.

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But my question so remained sort of what do you see as the role of the profession in this dismantling those inequalities.

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So, you know, it was presented as empirical data but really like what is your engagement with what the role of the profession is to try and address those inequalities.

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And then for the third presentation, also the notion of professionalism from within and professionalism from outside as developed by Evits and Maclean and in saying those people's names I wish that we had Southern African theorists to actually you know quote rather than these ones but I mean I'm familiar with that literature and I

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thought that that could offer not necessarily a framework but just a counterpoint you know to play with in further theorizing what is happening in the call centers and I would you know I would love to be a part of a group of southern theaters to to help us get towards more sort of Southern theaters to to help us get towards more sort of

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epistemologically relevant constructs, more epistemologically relevant constructs for professionalization because I really do feel that this is a field that's dominated by epistemologically relevant constructs for professionalization because I really do feel that this is a field that's dominated by our northern colleagues and where we do

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contribute to RC. 52 it's often from an empirical viewpoint and not so much theoretically and I think the you know The time is right for us to do so.

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Thank you.

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Would you like to answer off query?

490
01:32:25.000 --> 01:32:51.000
Okay. You know when I started to work on this area there were no specific theories on call centers because call centers it's a new organization it's a new industry So generally, If you see the review of literature, some of the studies have been by Paul Taylor and Bain, right?

491
01:32:51.000 --> 01:32:57.000
And who say that, who has said that the call centers are stressful places of work? They are battery houses.

492
01:32:57.000 --> 01:33:18.000
So why they are stressful places because the agents they are working during the night shifts and that disturbs their normal sleep cycle and given the demand of making the sales and achieving the targets, it creates a lot of stress.

493
01:33:18.000 --> 01:33:27.000
So generally when when I did the review of literature most of the studies they were from management, most of the studies they were from management.

494
01:33:27.000 --> 01:33:29.000
In fact, all of the studies were from management. In fact, all of the studies were from management and finance.

495
01:33:29.000 --> 01:33:39.000
Hardly I found any study from sociology. The studies were from management and finance. Hardly I found any study from sociology.

496
01:33:39.000 --> 01:33:49.000
Now, I found any study from sociology. Now, I found any study from sociology. Now, what I found that, okay, it's fine, we say that stressful places. But then what about the employment?

497
01:33:49.000 --> 01:33:52.000
A country like India, we say that stressful places. But then what about the employment? We say that stressful places.

498
01:33:52.000 --> 01:34:03.000
But then what about the employment? But then what about the employment a country like India where the graduates who are looking for the jobs, a country like India, where the graduates who are looking for the jobs, and today a simple BEEKOM graduate gets a job, right?

499
01:34:03.000 --> 01:34:29.000
And today a simple BA. Bacon graduate gets a job in a calls right and us today a simple B-com graduate gets a job in a call centre with a BCOM graduate gets a job in a call center with a starting salary of 25 to ₹30,000.

500
01:34:29.000 --> 01:34:42.000
So it is just ant Now the thing is that this industry was is dominated not dominated but 85% of the people in this they are the young people who are between the age of 18 to 35.

501
01:34:42.000 --> 01:34:59.000
They don't take this as their career. They take it as a job because that gives them a fun frolic environment, fun frolic that it's very interesting talking to the people in North America, Canada, knowing about their cultures.

502
01:34:59.000 --> 01:35:06.000
Most of the time, in fact, the the ambience at these call centers, they are very, very good.

503
01:35:06.000 --> 01:35:24.000
The ones who have not even seen air conditioners in their life, they are working in the air conditioned offices and a very high-tech type of environment and that gives them a type of a Western type of living which they they get a feel of a western type of this thing field.

504
01:35:24.000 --> 01:35:32.000
Later, if you see that when the studies work when I did my studies, then I found out the stress is created.

505
01:35:32.000 --> 01:35:39.000
Then of course the stress is there. The night shift and health problems, backaches, headaches and digestion problems are there.

506
01:35:39.000 --> 01:35:47.000
Digestion problems. So yeah.

507
01:35:47.000 --> 01:36:13.000
So now, if you see the theories, if you go by this one is by Ringgett Hayes if you both buy this one is by Ring it's hay and ring it's hay and they take call centers as a corporate organizations, okay, and Nora, this Narona who has written about these

508
01:36:13.000 --> 01:36:18.000
calls centers. But they are from management. They they are very hard. They take it from the management studies.

509
01:36:18.000 --> 01:36:29.000
Sociologically, very hardly ever know, there were studies about this. And in fact, when I started my study, I just said, sorry for the interruption.

510
01:36:29.000 --> 01:36:59.000
She is more interested in knowing the role of professionalism in call center. Yes. That's fine. Any other questions, please?

511
01:37:38.000 --> 01:38:08.000
Thank you. How? Just I'm like, we've been in Brasport for weeks.

512
01:38:14.000 --> 01:38:15.000
So, can I answer, sir?

513
01:38:15.000 --> 01:38:20.000
Based on your waste. Okay, thank you very much. Thank you. Okay, you are most welcome.

514
01:38:20.000 --> 01:38:24.000
Oh, no, we asked you.

515
01:38:24.000 --> 01:38:29.000
So, there was a question.

516
01:38:29.000 --> 01:38:30.000
Yes, ma'am.

517
01:38:30.000 --> 01:38:46.000
Yeah, the same question. How do you see the professionalism in, the, assessing or how it will, what is the role of the professionals in the evening inequalities, of the health system?

518
01:38:46.000 --> 01:38:48.000
Yeah.

519
01:38:48.000 --> 01:38:56.000
If you look at the bureaucratic setup of the health department or the health, organization in India.

520
01:38:56.000 --> 01:39:04.000
There are all professionals. whether they are from the IS or from the doctors or from the nurses.

521
01:39:04.000 --> 01:39:15.000
Or from the nutritionalists point of view. Who work on the iniquities in the health sector.

522
01:39:15.000 --> 01:39:27.000
And, we have, social activists, who also work, from the inequalities of the health point of view.

523
01:39:27.000 --> 01:39:55.000
So without any the professional help I don't think there would, be a proper structure, that, you know, we would be able to find to address this problem so definitely the role of the professionals are included in accessing the health structure to

524
01:39:55.000 --> 01:40:17.000
ensure that it is done in a very professional and in a better way to have quality of service to the people especially who belong to do all sections of people in in different communities in the country.

525
01:40:17.000 --> 01:40:30.000
I'm telling you, okay? Okay, I would like to thank all the paper presenters and delegates offline and online across the globe for their active participation.