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 language | English |
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Pages (from-to) | 107-122 |
Number of pages | 15 |
Journal | New Technology, Work and Employment |
Volume | 21 |
Issue number | 2 |
DOIs | |
Publication status | Published - 6 Jul 2006 |
Keywords
- british gas
- call centres
- employee attitudes
- working life