Call-centre work: specific characteristics and the challenges of work organisation

Claudia Weinkopf
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Claudia Weinkopf: Institut für Arbeit und Technik, Gelsenkirchen

Transfer: European Review of Labour and Research, 2002, vol. 8, issue 3, 456-466

Abstract: In recent years call-centres have been, in many countries, one of the fastest growing areas of employment. The services provided by them are as diverse as their corporate form: call-centres may form part of existing companies but they may equally well be new independent serviceproviders. It is frequently asserted that they are invariably a modern form of sweatshop or dark satanic mill, with low pay, poor working conditions and highly flexible working time. In this contribution the characteristics of call-centre work are analysed more closely and it is shown that the quality of jobs is in practice extremely variable. In spite of difficult general conditions, a number of starting points for a better organisation of work and collectively agreed regulation exist.

Date: 2002
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Persistent link: https://EconPapers.repec.org/RePEc:sae:treure:v:8:y:2002:i:3:p:456-466

DOI: 10.1177/102425890200800309

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