Trade Unions, Workers' Rights and the Frontier of Control in UK Call Centres Philip Taylor University of Stirling Peter Bain University of Strathclyde
Trade Unions, Workers' Rights and the Frontier of Control in UK Call Centres Philip Taylor University of Stirling Peter Bain University of Strathclyde 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 ®nancial 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. Keywords: call centres, control, ®nance sector, resistance, trade unions Introduction Employment in call centres in the European Union is projected to grow to 1.8 million by 2002 with over half a million, 2.3 percent of the working population, expected to be employed in UK call centres alone (Datamonitor, 1998). While the pattern across Europe is of combined and uneven development, with considerable variance in national and regional growth rates, the overall picture is of rapid expansion. As a consequence, it is no longer possible to regard call centres as economically marginal or ephemeral. Nor is there evidence to support the conjecture that the rise of the Internet Economic and Industrial Democracy & 2001 (SAGE, London, Thousand Oaks and New Delhi), Vol. 22: 39±66. [0143±831X(200102)22:1;39±66;015740] 40 Economic and Industrial Democracy 22(1) will displace the call centre (Datamonitor, 1999) as the integration of operations leads to the emergence of customer contact centres.
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