Les centres d'appel en France: mobilisation et mobilité des salariés face à un système hybride de travail

Caroline Lanciano-Morandat (), Hiroatsu Nohara and Robert Tchobanian ()
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Caroline Lanciano-Morandat: LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique
Robert Tchobanian: LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique

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Abstract: The call center is increasingly becoming a strategic customer relationships organisation. This device aims at the same time to decrease production costs by industrialization of customer service and to improve the service quality. It produces a hybrid system of work, driven by the tension between quantity and quality production criteria. Based on data collected from 210 French call centers, this paper aims to test the relations between business contexts, choices of production model, HRM tools and working conditions. Indicators such as voluntary quit rates and of illness absenteeism are used to characterize the diversity of forms of employees' mobilization and mobility.

Keywords: call centre; human resource management; working conditions; labour mobility; centre d'appel; stress; système hybride de travail; GRH; mobilisation; mobilité (search for similar items in EconPapers)
Date: 2009-09-18
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Published in Économies et sociétés. Série AB, Économie du travail, 2009, 43 (9), pp.1531-1564

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