Call to Arms? Collective and Individual Responses to Call Centre Labour Management

Diane Broek

Chapter 12 in Call Centres and Human Resource Management, 2004, pp 267-283 from Palgrave Macmillan

Abstract: Abstract Industrial restructuring, technological change and a greater interest in new management practices have focused attention on the shift from an industrial to ‘post-industrial’ or ‘knowledge economy’. Within this broader rubric of organizational and social change, there has been considerable debate about how labour is managed and the causes, nature and implications of these changes. An extensive literature has analyzed shifts from traditional control-based labour management to a commitment-based human resource (HR) approach (Bell, 1974; Walton, 1985; Drucker, 1993). This debate, which is particularly relevant to call centre operations, pivots on the relevance of post-industrial and, more recently, postmodern models of managerial control (Frenkel et al., 1999; Thompson and Warhurst, 1998).

Keywords: Human Resource Management; Team Leader; Call Centre; Union Membership; Telecommunication Industry (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_12

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DOI: 10.1057/9780230288805_12

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