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

doi:10.1111/1468-005X.00103

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

Research output: Contribution to journal › Article › peer-review

156 Citations (Scopus)

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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 language	English
Pages (from-to)	170-185
Number of pages	15
Journal	New Technology, Work and Employment
Volume	17
Issue number	3
DOIs	https://doi.org/10.1111/1468-005X.00103
Publication status	Published - 2002

Keywords

taylorism
call centres
human resource management
quality management

Access to Document

10.1111/1468-005X.00103

strathprints004165Accepted author manuscript, 83 KB

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