Taylorism, targets and the pursuit of quantity and quality by call centre management

P.M. Bain, A.C. Watson, G. Mulvey, P. Taylor, G. Gall

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Abstract

The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study organisations. The paper concludes that call centre work reflects a pardigmic re-configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely.
Original languageEnglish
Pages (from-to)170-185
Number of pages15
JournalNew Technology, Work and Employment
Volume17
Issue number3
DOIs
Publication statusPublished - 2002

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Keywords

  • taylorism
  • call centres
  • human resource management
  • quality management

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