 | WORKING AT THE INTERFACE
Call centre labour in a global economy
Work Organisation, Labour and Globalisation
Volume 3, Number 1
Autumn 2009
Call centres illustrate the consequences of globalisation for labour perhaps more clearly than any other form of employment.
Call centre workers sit at the interface between the global and the local, having to transcend the limitations of local time zones, cultures and speech patterns. They are also at the interface between companies and their customers, having to absorb the impact of anger, incomprehension, confusion and racist abuse whilst still meeting exacting productivity targets and staying calm and friendly.
They also take the brunt of the conflict at the contested interface between production and consumption, ands have to deal in their personal lives with the conflicts between the demands of paid and unpaid work.
Drawing, amongst others, on organisational theory, sociology, economic geography, gender theory and political economy, this important collection brings together survey evidence from the Global Call Centre project with case studies and vivid first-hand accounts from Asia, Latin America, North America and Europe. It reveals many similarities but also demonstrates that national industrial relations traditions can make a significant difference to the quality of work in call centres.
ISBN. 9780850367003
2009 Paperback
Contents here ...
Price:£14.95
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