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Call Centres (call + centre)
Selected AbstractsGoverning through Teamwork: Reconstituting Subjectivity in a Call Centre*JOURNAL OF MANAGEMENT STUDIES, Issue 7 2003David Knights ABSTRACT This article focuses on teamworking as a form of governmentality whereby management seeks to govern by distance. This involves mobilizing the support and commitment of employees to teamworking and organizational goals by appealing to their autonomy, unity, sociability and desire for a more enriched work experience. It is the struggle over subjectivity that is of concern here, for teamworking can be seen as a technology that aims to transform individuals into subjects that secure their sense of meaning and significance through working as a team. We will explore through a case study of a call centre in a large building society how a discourse of teamworking has begun to impinge upon individuals so as to shape not only how they behave but also how they think, derive meaning and understand the world. In turn, we consider some of the tensions and inconsistencies of teamworking in relation to the secrecy of pay differentials, and the return to productivity pressures after a period of relaxation and trust. Ultimately the article examines how individuals respond to, agonize over, resist and baulk against the imposition of ,team lives' when this rubs up against what they understand to be their ,private lives'. This will involve considering gender tensions that have so far been largely neglected in relation to call centres and teamworking. Teamworking, we will argue, reflects a will to govern rather than a mechanism of government. [source] Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee WithdrawalJOURNAL OF MANAGEMENT STUDIES, Issue 4 2002Stephen Deery This paper examines the nature of employment and the conditions of work in five telephone call centres in the telecommunications industry in Australia. Call centre work typically requires high levels of sustained interpersonal interaction with customers which can lead to burnout and employee withdrawal. Customer service staff can also become targets of customer hostility and abuse. In addition, this form of work tends to involve extensive employee monitoring and surveillance with little job discretion or variety of tasks. The paper draws upon survey data from 480 telephone service operators to identify the factors that are associated with emotional exhaustion and the frequency of absence amongst the employees. A modelling of the data using LISREL VIII revealed that a number of job and work-setting variables affected the level of emotional exhaustion of employees. These included interactions with the customer, a high workload and a lack of variety of work tasks. Moreover, higher rates of absence were associated with emotional exhaustion. [source] Once More With Feeling: Ethnographic Reflections on the Mediation of Tension in a Small Team of Call Centre WorkersGENDER, WORK & ORGANISATION, Issue 5 2005Matthew J. BrannanArticle first published online: 12 AUG 200 This article explores the labour process of a team of call-centre workers based in a multi-client call centre in the West Midlands. Founded on the basis of a 13-month ethnographic study into workplace resistance in call-centre environments, this article provides insights into control in call centres, focusing on sexuality, internal team dynamics and discipline. It is argued that control is exerted through management and information technology but it is crucially exerted laterally in the team and sexuality is an important medium of such control. This article focuses specifically on how worker sexuality is deployed to regulate the tension between contradictory imperatives faced by workers. The article then considers the emotional content of the call-centre labour process, arguing that the apparent resolution of potentially contradictory logic, in fact, depends upon the development by call-centre workers, encouraged by more senior employees, of informal, pseudo-sexualized client relations at the point of production. Crucially however the fieldwork reveals that the demands placed upon customer service representatives are subtly gendered. [source] Governing through Teamwork: Reconstituting Subjectivity in a Call Centre*JOURNAL OF MANAGEMENT STUDIES, Issue 7 2003David Knights ABSTRACT This article focuses on teamworking as a form of governmentality whereby management seeks to govern by distance. This involves mobilizing the support and commitment of employees to teamworking and organizational goals by appealing to their autonomy, unity, sociability and desire for a more enriched work experience. It is the struggle over subjectivity that is of concern here, for teamworking can be seen as a technology that aims to transform individuals into subjects that secure their sense of meaning and significance through working as a team. We will explore through a case study of a call centre in a large building society how a discourse of teamworking has begun to impinge upon individuals so as to shape not only how they behave but also how they think, derive meaning and understand the world. In turn, we consider some of the tensions and inconsistencies of teamworking in relation to the secrecy of pay differentials, and the return to productivity pressures after a period of relaxation and trust. Ultimately the article examines how individuals respond to, agonize over, resist and baulk against the imposition of ,team lives' when this rubs up against what they understand to be their ,private lives'. This will involve considering gender tensions that have so far been largely neglected in relation to call centres and teamworking. Teamworking, we will argue, reflects a will to govern rather than a mechanism of government. [source] ,You gotta lie to it': software applications and the management of technological change in a call centreNEW TECHNOLOGY, WORK AND EMPLOYMENT, Issue 2 2007Bob RussellArticle first published online: 20 JUN 200 This paper advances an extended material analysis to the study of technological change in a call centre. It shows how such an analysis is particularly apropos for understanding the distance that often separates managerial intentions in introducing a new technology from the outcomes associated with how workers utilise it. [source] Visible moves and invisible bodies: the case of teleworking in an Italian call centreNEW TECHNOLOGY, WORK AND EMPLOYMENT, Issue 2 2006Raffaella Valsecchi Popular images of teleworkers' autonomy, such as ,the electronic cottage', give unrealistic pictures of the control exercised over teleworkers, particularly when these are call centre operators and highly integrated information and communication technology systems facilitate pervasive forms of control. However, this study of Italian home-located call centre operators demonstrates that extensive and multifaceted monitoring practices cannot ,solve' the controversial issue of control. [source] Electronic surveillance and cohesive teams: room for resistance in an Australian call centre?NEW TECHNOLOGY, WORK AND EMPLOYMENT, Issue 1 2005Keith Townsend A number of employees individually and cooperatively resist the controls of the electronic surveillance systems in the PowerGrid call centre. However, this is not the case in all teams. One team is faced with a labour process that directs their resistance to be focused directly at management, rather than at management via the machine. [source] Taylorism, targets and the pursuit of quantity and quality by call centre managementNEW TECHNOLOGY, WORK AND EMPLOYMENT, Issue 3 2002Peter Bain The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case,study organisations. The paper concludes that call centre work reflects a pardigmic re,configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely. [source] Quality of Information Flow in the Backend of a Product Development Process: a Case StudyQUALITY AND RELIABILITY ENGINEERING INTERNATIONAL, Issue 4 2004Jaring Boersma Abstract The increasing need for products that are able to reliably deliver complex functionality with a high degree of innovation presents a major challenge to the modern day product creation processes. In order to be able to use information on the field behaviour of previous products in the design of new products, increasingly detailed information needs to be retrieved from the market in an increasingly shorter time. The purpose of this study is to analyse, in a typical case in the consumer electronics industry, whether the underlying business process is able to generate this information with adequate quality sufficiently quickly. Information models of the company's service centre and call centre were developed using the concepts of maturity index on reliability. The results showed that the structure of the information handling process resulted in a massive data loss (up to 60% of the data gathered by the service centres) and also in serious data quality degradation. Would this information have not been lost, it could have been used by development teams for preventive and corrective actions. Copyright © 2004 John Wiley & Sons, Ltd. [source] Are You in This Country?ANTIPODE, Issue 2 2010How "Local" Social Relations Can Limit the "Globalisation" of Customer Services Supply Chains Abstract:, The relocation of thousands of call centre and back office jobs from the UK to subcontractors in India in the early 2000s led to extensive speculation that the "globalisation" and "jobs flight" of service work was underway. Yet as this article illustrates some call centre customer services do not easily transfer to different local, social and cultural contexts. Call centre operations are embedded in local social relations and taken for granted skills that are difficult to reproduce outside of the locality which has produced them. Nevertheless the spatial dispersal of work can be as much a political process as it is an economic one. This article, which follows the journey of 1000 call centre jobs from the UK to India, illuminates how subcontracting service work "offshore" can facilitate a transformation of the employment relation and an escape from a difficult to discipline labour force. [source] United by a Common Language?ANTIPODE, Issue 1 2008India to Call Centre Offshoring, Trade Union Responses in the UK Abstract:, The offshoring of business processes from the global North to low-cost countries of the global South has grown spectacularly in the current decade. Self-evidently, transnational relocation presents considerable challenges for organised labour since it suggests both a ,race to the bottom' in respect of pay, conditions and workers' rights and wholesale redundancies in the developed economies. This paper examines the specific case of the migration of call centres from the UK to India and trade union responses in both geographies. Informed by theoretical developments, insights and evidence from diverse disciplines and literatures, the authors concur particularly with Herod's conviction that union strategies to counter TNCs should not be counterposed between ,organising globally' and ,organising locally'and that ,organising at both scales simultaneously may best serve their goals'. Following reflection upon the nature of the call centre and consideration of important contradictions in the offshoring process, we present evidence of UK union responses ranging from the nationalistic, even xenophobic, to the internationalsist, and conclude that membership mobilisation on a principled basis has been key to the limited successes unions have achieved. The paper also evaluates developments in India and the emergence of an embryonic organisation UNITES which is attempting to organise its call centre and business process outsourcing (BPO) workforce. We conclude by considering the gap between the potential and the reality of effective internationally co-ordinated union activity. [source] Analysis of call centre arrival data using singular value decompositionAPPLIED STOCHASTIC MODELS IN BUSINESS AND INDUSTRY, Issue 3 2005Haipeng Shen Abstract We consider the general problem of analysing and modelling call centre arrival data. A method is described for analysing such data using singular value decomposition (SVD). We illustrate that the outcome from the SVD can be used for data visualization, detection of anomalies (outliers), and extraction of significant features from noisy data. The SVD can also be employed as a data reduction tool. Its application usually results in a parsimonious representation of the original data without losing much information. We describe how one can use the reduced data for some further, more formal statistical analysis. For example, a short-term forecasting model for call volumes is developed, which is multiplicative with a time series component that depends on day of the week. We report empirical results from applying the proposed method to some real data collected at a call centre of a large-scale U.S. financial organization. Some issues about forecasting call volumes are also discussed. Copyright © 2005 John Wiley & Sons, Ltd. [source] "Offshoring": How big an issue?ECONOMIC OUTLOOK, Issue 3 2004Grant Colquhoun Spurred by the political debate in the US and several high-profile corporate moves, "offshoring" has become a lively topic of discussion. This paper by Grant Colquhoun, Keith Edmonds and David Goodger tries to put recent developments in context and argues that "offshoring" should be seen as part of a long-standing and largely beneficial trend of international specialisation. In the short term at least, the transfer of service sector activities abroad is likely to involve relatively small numbers of jobs when compared to overall UK employment and labour market turnover. However, specific areas , such as call centres, back office functions and software programming , are expected to be increasingly affected, impacting upon regions of the UK with heavy exposure to those activities and giving rise to adjustment costs. In contrast, retailing, hotels and catering and personal services could well benefit from the move of low value-added jobs abroad. Overall, the impact of "offshoring" on the UK economy in terms of output and productivity should be positive. [source] Once More With Feeling: Ethnographic Reflections on the Mediation of Tension in a Small Team of Call Centre WorkersGENDER, WORK & ORGANISATION, Issue 5 2005Matthew J. BrannanArticle first published online: 12 AUG 200 This article explores the labour process of a team of call-centre workers based in a multi-client call centre in the West Midlands. Founded on the basis of a 13-month ethnographic study into workplace resistance in call-centre environments, this article provides insights into control in call centres, focusing on sexuality, internal team dynamics and discipline. It is argued that control is exerted through management and information technology but it is crucially exerted laterally in the team and sexuality is an important medium of such control. This article focuses specifically on how worker sexuality is deployed to regulate the tension between contradictory imperatives faced by workers. The article then considers the emotional content of the call-centre labour process, arguing that the apparent resolution of potentially contradictory logic, in fact, depends upon the development by call-centre workers, encouraged by more senior employees, of informal, pseudo-sexualized client relations at the point of production. Crucially however the fieldwork reveals that the demands placed upon customer service representatives are subtly gendered. [source] Practices of global capital: gaps, cracks and ironies in transnational call centres in IndiaGLOBAL NETWORKS, Issue 4 2004Kiran Mirchandani Recent theorists have focused on how capitalism is continually under construction, and how heterogeneous groups of workers play active roles in relation to transnational corporate processes. Accordingly, I trace three practices that constitute transnational call centre work ,scripting, synchronicity and locational masking , and examine how Indian workers negotiate these practices. I argue that the transnationalization of voice-to-voice service work provides the opportunity for Indian workers to construct ,Americans' and situate their own jobs within global labour markets. Drawing on interviews with call centre workers, managers and trainers in India, I explore the ways in which analyses of the practices of globalization provides an insight on workers' attempts to enhance their quality of life vis-à-vis transnational capitalism. [source] Calling capital: call centre strategies in New Brunswick and New ZealandGLOBAL NETWORKS, Issue 2 2002Wendy Larner This article compares government promoted call centre initiatives in New Zealand and New Brunswick, Canada, thereby identifying differing policies and practices associated with ,globalization'. Both New Brunswick and New Zealand are small resource based economies in which policy makers aspire to attract foreign investment into call centres as a new means of economic growth and job creation. However there are significant differences between the two call centre strategies. In New Brunswick the provincial government plays a central role, most notably through the use of incentives to lure companies to the province but also through the coordination of education and training. In New Zealand an informal network made up of public and private sector actors drives the strategy, and the relevant government agency (Trade NZ) plays only a coordinating role. Despite these differences both call centre strategies aspire to link service sector activities into global flows and networks, and foster low wage and feminized forms of employment. [source] Effect of perceived conflict among multiple performance goals and goal difficulty on task performanceACCOUNTING & FINANCE, Issue 2 2007Mandy M. Cheng M40; M41 Abstract Contemporary performance measurement systems, such as the balanced scorecard, often advocate the use of an array of financial and non-financial measures. Despite many claimed advantages for these systems, recent research shows that the inclusion of multiple performance measures sometimes has undesirable effects. The present study examines one of the potential problems of implementing these systems; namely, the impact of perceived goal conflict on task performance. Using survey data from employees working in multiple call centres in a telecommunication company, we find that perceived goal difficulty increases perceived goal conflict. Additionally, perceived goal difficulty also has a negative, indirect effect of task performance, through the mediating role of perceived goal conflict. Our results have important implications for both the research literature and the designers of performance measurement systems. [source] Employee wellbeing in call centresHUMAN RESOURCE MANAGEMENT JOURNAL, Issue 4 2002David Holman Call centres are often perceived to have a negative impact on employee wellbeing, mainly attributed to four factors: job design, performance monitoring, HR practices and team leader support. This article reports on a survey of 557 customer service representatives that examined the relationship of these factors to four measures of wellbeing: anxiety, depression and intrinsic and extrinsic job satisfaction. One distinctive feature of this article is its focus on anxiety and depression, two major dimensions of wellbeing not addressed in call centre research to date. Results demonstrated that the factors most highly associated with wellbeing were high control over work methods and procedures, a low level of monitoring and a supportive team leader. Evidence also indicates that the level of wellbeing in some call centres is similar to that in other comparable forms of work. [source] Barriers to the development of teamworking in UK firmsINDUSTRIAL RELATIONS JOURNAL, Issue 2 2003Harry Scarbrough This paper is based on an empirical study of barriers to the adoption of teamworking in seven UK firms, including small manufacturing units, pharmaceutical organisations and telephone call centres. Such barriers arise from the tension between the ,microcultures' of teamworking at firm level and the logistical pressures of the supply chain. Successful adoption is seen as depending on management's ability to embed teamworking practices in the development of supply chain relationships. [source] Telemedicine: barriers and opportunities in the 21st centuryJOURNAL OF INTERNAL MEDICINE, Issue S741 2001B. Stanberry Abstract. Stanberry B (Centre for Law Ethics and Risk in Telemedicine, Cardiff, Wales, UK). Telemedicine: barriers and opportunities in the 21st century (Internal Medicine in the 21st Century). J Intern Med 2000; 247: 615,628. This paper aims to examine how health telematics will develop in the first 10 years of the new millennium and, in particular, to assess what operational, ethical and legal barriers may lie in the way of this development. A description of the key principles and concepts involved in telemedicine and a short historical overview of telemedicine's evolution over the past century are followed by consideration of why empirical research into ,info-ethics' and other deontological and legal issues relating to telemedicine is being necessarily catalysed by, amongst others, the European Commission. Four evolving health telematics applications are examined in some detail: electronic health records; the transmission of visual media in disciplines such as teleradiology, teledermatology, telepathology and teleophthalmology; telesurgery and robotics and the use of call centres and decision-support software. These are discussed in the light of their moral, ethical and cultural implications for clinicians, patients and society at large. The author argues that telemedicine presents unique opportunities for both patients and clinicians where it is implemented in direct response to clear clinical needs, but warns against excessive reliance upon technology to the detriment of traditional clinician,patient relationships and against complacency regarding the risks and responsibilities , many of which are as yet unknown , that distant medical intervention, consultation and diagnosis carry. [source] Telemedicine: barriers and opportunities in the 21st centuryJOURNAL OF INTERNAL MEDICINE, Issue 6 2000B. Stanberry Abstract. Stanberry B (Centre for Law Ethics and Risk in Telemedicine, Cardiff, Wales, UK). Telemedicine: barriers and opportunities in the 21st century (Internal Medicine in the 21st Century). J Intern Med 2000; 247: 615,628. This paper aims to examine how health telematics will develop in the first 10 years of the new millennium and, in particular, to assess what operational, ethical and legal barriers may lie in the way of this development. A description of the key principles and concepts involved in telemedicine and a short historical overview of telemedicine's evolution over the past century are followed by consideration of why empirical research into ,info-ethics' and other deontological and legal issues relating to telemedicine is being necessarily catalysed by, amongst others, the European Commission. Four evolving health telematics applications are examined in some detail: electronic health records; the transmission of visual media in disciplines such as teleradiology, teledermatology, telepathology and teleophthalmology; telesurgery and robotics and the use of call centres and decision-support software. These are discussed in the light of their moral, ethical and cultural implications for clinicians, patients and society at large. The author argues that telemedicine presents unique opportunities for both patients and clinicians where it is implemented in direct response to clear clinical needs, but warns against excessive reliance upon technology to the detriment of traditional clinician,patient relationships and against complacency regarding the risks and responsibilities , many of which are as yet unknown , that distant medical intervention, consultation and diagnosis carry. [source] Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee WithdrawalJOURNAL OF MANAGEMENT STUDIES, Issue 4 2002Stephen Deery This paper examines the nature of employment and the conditions of work in five telephone call centres in the telecommunications industry in Australia. Call centre work typically requires high levels of sustained interpersonal interaction with customers which can lead to burnout and employee withdrawal. Customer service staff can also become targets of customer hostility and abuse. In addition, this form of work tends to involve extensive employee monitoring and surveillance with little job discretion or variety of tasks. The paper draws upon survey data from 480 telephone service operators to identify the factors that are associated with emotional exhaustion and the frequency of absence amongst the employees. A modelling of the data using LISREL VIII revealed that a number of job and work-setting variables affected the level of emotional exhaustion of employees. These included interactions with the customer, a high workload and a lack of variety of work tasks. Moreover, higher rates of absence were associated with emotional exhaustion. [source] New methodology for using incognito standardised patients for telephone consultation in primary careMEDICAL EDUCATION, Issue 1 2009Hay Derkx Context, Many countries now use call centres as an integral part of out-of-hours primary care. Although some research has been carried out on safety issues pertaining to telephone consultations, there has been no published research on how to train and use standardised patients calling for medical advice or on the accuracy of their role-play. Objectives, This study aimed to assess the feasibility and validity of using telephone incognito standardised patients (TISPs), the accuracy of their role-play and the rate of detection. Further objectives included exploring the experiences of TISPs and the difficulties encountered in self-recording calls. Methods, Twelve TISPs were trained in role-play by presenting their problem to a general practitioner and a nurse. They were also trained in self-recording calls. Calls were made to 17 different out-of-hours centres (OOHCs) from home. Of the four or five calls made per evening, one call was assessed for accuracy of role play. Retrospectively, the OOHCs were asked whether they had detected any calls made by a TISP. The TISPs filled in a questionnaire concerning their training, the self-recording technique and their personal experiences. Results, The TISPs made 375 calls over 84 evenings. The accuracy of role-play was close to 100%. A TISP was called back the same evening for additional information in 11 cases. Self-recording caused extra tension for some TISPs. All fictitious calls remained undetected. Conclusions, Using the method described, TISPs can be valuable both for training and assessment of performance in telephone consultation carried out by doctors, trainees and other personnel involved in medical services. [source] Enabling ,managed activism': the adoption of call centres in Australian, British and US trade unionsNEW TECHNOLOGY, WORK AND EMPLOYMENT, Issue 1 2009John Lund This article examines how trade unions in different country settings have utilised call centre technologies. Rather than viewing union call centres as simply a means of service delivery, our research suggests they can also enable a more strategic approach to workplace organising. We explore the implications of union call centres for debates on servicing and organising models of trade unionism. [source] The construction of control: the physical environment and the development of resistance and accommodation within call centresNEW TECHNOLOGY, WORK AND EMPLOYMENT, Issue 3 2007Alison Barnes The paper explores the impact of the physical environment on employee resistance and accommodation. The findings suggest that the physical nature of call centres, whether purpose built or not, can be a focus of employee dissatisfaction and reflect broader, less concrete conflicts. It notes that the advantage of the physical environment as an arena for resistance lies in its tangibility. [source] United by a Common Language?ANTIPODE, Issue 1 2008India to Call Centre Offshoring, Trade Union Responses in the UK Abstract:, The offshoring of business processes from the global North to low-cost countries of the global South has grown spectacularly in the current decade. Self-evidently, transnational relocation presents considerable challenges for organised labour since it suggests both a ,race to the bottom' in respect of pay, conditions and workers' rights and wholesale redundancies in the developed economies. This paper examines the specific case of the migration of call centres from the UK to India and trade union responses in both geographies. Informed by theoretical developments, insights and evidence from diverse disciplines and literatures, the authors concur particularly with Herod's conviction that union strategies to counter TNCs should not be counterposed between ,organising globally' and ,organising locally'and that ,organising at both scales simultaneously may best serve their goals'. Following reflection upon the nature of the call centre and consideration of important contradictions in the offshoring process, we present evidence of UK union responses ranging from the nationalistic, even xenophobic, to the internationalsist, and conclude that membership mobilisation on a principled basis has been key to the limited successes unions have achieved. The paper also evaluates developments in India and the emergence of an embryonic organisation UNITES which is attempting to organise its call centre and business process outsourcing (BPO) workforce. We conclude by considering the gap between the potential and the reality of effective internationally co-ordinated union activity. [source] Postindividualism: Fata Morgana and the Swindon Gout ClinicARCHITECTURAL DESIGN, Issue 5 2009Michael Aling Abstract What might happen to Middle England if the retail and financial sectors were simply to melt away? Michael Aling casts a visionary eye on his hometown of Swindon and imagines a dystopian future of ,post-individualism' in which retail mausoleums and gout clinics take the place of shopping malls and call centres. Copyright © 2009 John Wiley & Sons, Ltd. [source] | |||||||||||||||||||