Trade Unions, Workers'Rights and the Frontier of Control in UK Call Centres

Philip Taylor and Peter Bain
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Philip Taylor: University of Stirling
Peter Bain: University of Strathclyde

Economic and Industrial Democracy, 2001, vol. 22, issue 1, 39-66

Abstract: In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of 'front line'work. Drawing upon employee survey and interview data from six UK financial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial 'frontiers of control'require to be combated by new union bargaining agendas which seek to address employees'concerns at the point of production.

Keywords: call centres; control; finance sector; resistance; trade unions (search for similar items in EconPapers)
Date: 2001
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Persistent link: https://EconPapers.repec.org/RePEc:sae:ecoind:v:22:y:2001:i:1:p:39-66

DOI: 10.1177/0143831X01221003

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