Call Centre Employees' Responses to Electronic Monitoring
Some Research Findings
Bibliographic Data
| ID | 7423595 |
|---|---|
| Authors | Gloria Lankshear (University of Plymouth), Peter Cook (0000-0002-8991-9042, University of Plymouth), David Mason (0000-0002-1382-4688, University of Plymouth), Sally Coate, Sally Coates (University of Plymouth), G Button (0000-0001-5260-1471, Xerox (France)) |
| Year | 2001 |
| Volume | 15 |
| Issue | 3 |
| Pages | 595-605 |
| Publication date | 2001-09-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Work Employment and Society (JOURNAL) |
| Journal identifiers | ISSN: 0950-0170 • E-ISSN: 1469-8722 |
| Publisher | SAGE Publishing (PUBLISHER • US) |
| DOI | 10.1177/09500170122119174 |
| OpenAlex | W2112660410 |
| Language | EN |
| Citations received | 21 |
| References cited | 2 |
There is a growing literature on employment in call centres, much of which suggests that they are characterised by high levels of work intensification and surveillance. Recently, a debate has emerged about the nature of surveillance in such workplaces and the level and character of employee resistance (Bain and Taylor 2000; Fernie and Metcalf 1998; Mulholland 1999) with some, such as Bain and Taylor, claiming that the argument is characterised by a paucity of empirical evidence. Against this background, this paper reports on the results of an observational study of call centre work. In what follows we describe the ways in which managers, supervisors and call centre operatives oriented to the monitoring and surveillance capabilities of call centre technology, to the complex social context in which it was embedded and to a range of negotiated definitions of the nature and purposes of the centre's operations. We make no claims here that the call centre reported on is typical of all such centres. Nor do we seek directly to enter the debate about whether call centre surveillance is panoptic in character or about the extent and character of resistance. Nevertheless, it will become apparent that our findings do have relevance for these debates
Argument (complex analysis · Business · Call centre · Character (mathematics · Context (archaeology · Panopticon · Political science · Politics · Public relations · Relevance (law · Resistance (ecology · Sociology · Telecommunications · Work (physics · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · History · Labor Movements and Unions · Law · Medicine · Psychology
Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms
On the poverty of apriorism
Text trajectories in a multilingual call centre
Manufacturing Masculinity
Negotiating Electronic Surveillance in the Workplace
Social Mobility, Equity and the Politics of Recruitment
Current trends and the way forward on call center research in a post-covid world
Boundary Work
The construction of control
Making it P ersonal in a call centre
Making and maintaining the subject in call centre work
We are nurses, we are supposed to care for people’
Language as raw material, scripts as tools and conversations as product
Shadowboxing with data
The next available agent
Visible moves and invisible bodies
A failed panopticon
Digitising inequality
The Crisis of Civil Service Trade Unionism
The (mis)representation of customer service
| Unique citing works | 20 |
|---|---|
| Citations per year | 0,88 |
| Citation span | 2002 - 2022 (21) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 21 |