Phone Clones

Kiran Mirchandani's Phone Clones examines the lives of Indian call center workers through interviews, highlighting their struggles with identity and authenticity in a globalized world.

In Phone Clones, Kiran Mirchandani delves into the lives of individuals working in Indian call centers, drawing from a rich array of one hundred interviews conducted in cities like Bangalore, Delhi, and Pune. These interviews illuminate the unique experiences of transnational customer service workers who occupy a pivotal role in the landscape of globalization. Unlike traditional outsourced manufacturing roles, call center positions demand real-time, voice-to-voice interactions with clients from distant lands, making the ability to convey a responsive and caring persona a crucial aspect of their work.

The narrative reveals how these workers navigate the complexities of identity, class, and nationality as they engage with Western clients. Mirchandani highlights that, in order to secure their positions, call center employees must present themselves as both non-threatening foreign workers and relatable individuals akin to their Western counterparts. This balancing act forms a core part of their daily interactions, as they strive to meet the expectations of authenticity that come with their roles.

As the book unfolds, it becomes evident that the interactions between Indian call center workers and their clients are not merely transactional but are also steeped in historical and socio-political contexts. Mirchandani introduces the concept of authenticity work, where agents must establish a sense of familiarity while navigating the expectations of difference. Through this lens, Phone Clones provides a thoughtful examination of the intricate dynamics at play in the world of customer service, revealing deeper truths about globalization and identity.