'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

56 Citations (Scopus)

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.
LanguageEnglish
Pages107-122
Number of pages15
JournalNew Technology, Work and Employment
Volume21
Issue number2
DOIs
Publication statusPublished - 6 Jul 2006

Fingerprint

call center
Privatization
Shareholders
Personnel
shareholder value
work organization
Gases
testimony
privatization
political economy
labor
regulation
evidence
experience
Call centres
Work organization
Shareholder value
Labour process
Gas
Political economy

Keywords

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

Cite this

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'You don't know what you've got till it's gone' : re-contextualising the origins, development and impact of the call centre. / Ellis, Vaughan; Taylor, Phil.

In: New Technology, Work and Employment, Vol. 21, No. 2, 06.07.2006, p. 107-122.

Research output: Contribution to journalArticle

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