All Talk But No Voice: Non-union Employee Representation in Call Centre Work

Paul J. Gollan

Chapter 11 in Call Centres and Human Resource Management, 2004, pp 245-266 from Palgrave Macmillan

Abstract: Abstract Although there have been a growing number of studies on employment relations in call centres (Bain and Taylor, 1999; Batt, 1999; Fernie and Metcalf, 1998; Frenkel et al., 1998; 1999; IDS, 1997, 1998, 1999, 2000, 2001; Kinnie, Purcell and Hutchinson, 2000; Knights and McCabe, 1998; Korczynski et al., 1996; Korczynski, 1999; Simms, 1999; Taylor and Bain, 1999 a, 1999b; 2001) , it is apparent from existing research that little is known about the effectiveness of employee consultation and representation in non-unionized call centres. In particular, we know very little about how such non-union employee representation and consultation structures are composed, their independence from managerial influence, the ‘representativeness’ of such bodies, and their accountability (Gollan, 2001). In addition, little has been documented about the impact and influence of such structures on managerial decision-making.

Keywords: Trade Union; Human Resource Management; Call Centre; Employee Representation; Staffing Issue (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-28880-5_11

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DOI: 10.1057/9780230288805_11

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