Trade unions, workers' rights and the 'frontier of control' in UK call centres

P. Taylor, P.M. Bain

Research output: Contribution to journalArticle

84 Citations (Scopus)

Abstract

In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of 'front line' work. Drawing upon employee survey and interview data from six UK financial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial 'frontiers of control'require to be combated by new union bargaining agendas which seek to address employees'concerns at the point of production.
LanguageEnglish
Pages39-66
Number of pages27
JournalEconomic and Industrial Democracy
Volume22
Issue number1
DOIs
Publication statusPublished - 2001

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Personnel
Employees
Workers' rights
Trade unions
Call centres
Agenda
Financial sector
Working conditions

Keywords

  • call centres
  • finance sector
  • trade unions
  • human resource management
  • resistance

Cite this

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Trade unions, workers' rights and the 'frontier of control' in UK call centres. / Taylor, P.; Bain, P.M.

In: Economic and Industrial Democracy, Vol. 22, No. 1, 2001, p. 39-66.

Research output: Contribution to journalArticle

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