'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre

Vaughan Ellis, Phil Taylor

Research output: Contribution to journalArticle

61 Citations (Scopus)
24 Downloads (Pure)

Abstract

This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and the need to deliver shareholder value by radically changing work organisation. Using documentary evidence and oral testimonies, we show how the call centre was pivotal to tightening control over the labour process, to intensifying work and transforming the experience of work.
Original languageEnglish
Pages (from-to)107-122
Number of pages15
JournalNew Technology, Work and Employment
Volume21
Issue number2
DOIs
Publication statusPublished - 6 Jul 2006

Keywords

  • british gas
  • call centres
  • employee attitudes
  • working life

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