1)The relation between call centre work and social status: the author argues that in the early 2000s, working in a call centre or BPO or any IT-enabled services is considered as upward mobility to achieve a higher service status, especially among urban youth. in a traditional society like India, where patronisation is an important aspect of social life , the author argues that in the post-call centre economy , parents of middle class and upper class distinguished themselves from their counterparts at poorest sections of society by providing amenities and taking care of the expenses of their 'children' even after they complete their under graduation. They were ashamed to allow their children to earn their own bread because of the social stigma attached to part time work and labour itself. But after the success of call centre economy, this view point had changed. So there is a revolutionary change in the attitude towards employment at least than the ' labour itself.
2) Technology and middle class: the colonial legacy and post-colonial developmental policies nurtured an abstract class of Indians who were diverse in region, religion and caste and had different interests. It has been confusing idea because of the range of people involved in it. The coming of dot com boom, internet networking and IT-enabled flexible economy redefined the Indian middle class. Even though it was still an abstract group, an identity along with its own politics formed in the context of technological innovations and preference for certain jobs. According to author. The key question she is “interested in the ways in which the call centre industry convinced a largely middle class audience about the desirability of this kind of work."
3) Flexibility: what makes the author to quote widely from the works of Marxist geographer like David Harvey is all about the importance of the time and space in the era of late capitalism. According to the author, time is the new currency by which capitalism is running and flexibility is the defining ideology of late capitalism. The technology are aspired to be products of flexibility. It makes things easier and enables to move beyond the factors of time and space. But the author tries to understand the dialectics of space at global and local interaction. According to mathangi Krishnamurthy, flexibility is the key which defined the call centre economy and which is rearranging the social order of Indian urban space and its populace.
