Enabling ‘managed activism’: the adoption of call centres in Australian,British and US trade unions

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.     

Compensating Wage Differentials versus Efficiency Wages: An Empirical Study of Job Autonomy and Wages

Efficiency wage theory as incorporated in the shirking model predicts that firms may substitute wage premiums for costly monitoring. This means that wage premiums should be expected for loosely monitored workers. By regarding extensive monitoring as a lack of job autonomy, efficiency wage theory predicts a positive relation between autonomy and wages. The theory of compensating wage differentials, however, predicts a negative relation between autonomy and wages. When workers prefer autonomous jobs, employers have to offer higher wages for less autonomous jobs in order to recruit labor.
Swedish micro data are analyzed in order to examine the predictions of these theories. A proxy for the monitoring problem of the firm measures workers' possibilities of effort variation. Since this proxy is autonomy, it enables us to test the two rival hypotheses on the relation between job autonomy and wages. We find a positive relation in the private sector as predicted by the efficiency wage hypotheses and a negative relation in the case of the public sector, which accords with the theory of compensating wage differentials.     

Voices from higher up the ladder: exploring the team leader role in call centres

This paper focuses on an under‐researched employee category in the call centre literature—the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable complexity and contradictions. The research demonstrates the critical role performed by team leaders: coach, mentor, trainer, performance evaluator, communicator and supervisor. It also shows team leaders as being far more positive about many of the features of the call centre work environment compared with those on the front line. However, there does appear to be a need for greater acknowledgement of their challenging role, the contradictions that are inherent in the job and the need, in many cases, for increased support being made available to assist.     

Why do off‐shored Indian call centre workers want to leave their jobs?

Employee turnover is a major problem in off‐shored Indian call centres. Agents who service Western customers often face hostility and racial abuse because of who they are and where they are located. A substantial part of job‐related training focuses on teaching employees to manage their identity and modify their accent. Based on a sample (n = 211) of Indian call centre workers servicing international customers, we explore these issues and investigate how they affect employee turnover intentions. The study utilises Taylor and Bain's (2005) distinction between factors particular to the Indian context and those more generic to the call centre labour process to better understand the drivers of turnover. We found that a number of distinctive factors including accent modification difficulty, stigma consciousness, racial abuse and perceived favouritism were associated with turnover intentions. The study also revealed that certain job‐related factors related to intentions to leave, including routinisation and poor promotional opportunities.     

The role of ICTs in the servitisation and degradation of IT professional work

Recently IT work has been subjected to management approaches that apply production methods to service work. Specialised information and communication technologies (ICTs) used by IT professionals have played an important role in this ‘service turn’, but this has not been adequately explored in the literature. Via a qualitative study of IT professionals situated across the servitised IT functions of five UK‐based organisations, this article considers how these ICTs are inscribed with managerial logics that afford control benefits to managers while undermining professional autonomy and job quality. The article makes two main contributions to the literature. Firstly, it sheds light on how ICTs introduced into organisational IT functions support managerial control objectives and impact the job quality of IT professionals. Secondly, it suggests that ICTs may infect the logic of professionalism that takes pride in the quality of the work performance with a dominant managerial logic that places an emphasis on meeting management objectives.     

Skilled maintenance trades under lean manufacturing: Evidence from the car industry

This article explores how skilled maintenance trades have fared under lean automotive manufacturing, a cohort of workers relatively neglected in the literature. Historically, such trades possessed a distinct ‘craft consciousness’ derived from apprenticed-acquired skill, autonomy in job execution, strict job boundaries and relative occupational status and prestige. The article assesses how lean has impacted this craft tradition over time, drawing on a case study of one UK car plant to assess its trajectory across three decades. Four different skilled cohorts—electrical, mechanical, control engineers and die maintenance fitters—are examined to gauge respective trends in skill, autonomy, demarcation and status. While the study finds variation in experiences across different trades, the general trend points to a deterioration in work conditions on all four benchmarks of assessment. The article concludes by inferring implications for the future trajectory of skilled trades considering recent accounts provided in Industry 4.0 narratives.     

Visible moves and invisible bodies: the case of teleworking in an Italian call centre

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.     

Controlling business? Agency and constraint in call centre working

Studies of call centre working have focused almost exclusively on the sophistication of technological and bureaucratic systems of labour control. The commercial context in which firms operate remains relatively under-researched, despite exerting a significant influence on job structures and the working out of labour relations.     

The Changing Spatial Relationship Between Residences and Worksites in the New York Metropolitan Region: Implications for Public Policy

In recent decades, most new metropolitan population and job growth has occurred in the suburbs. Conventional wisdom suggests that because of the selective nature of suburban labor market development, most metropolitan workers currently live further from their jobs. Distance, in turn, fragments urban labor markets and creates physical and informational barriers to employment.
This article examines the selective pattern of central city-suburban labor market development within the New York Metropolitan Region between 1960 and 1975 and analyzes the extent to which worker residences have adapted to spatial shifts in employment.     

Factors influencing absenteeism and intention to leave in a call centre

Personal, job, as well as contract characteristics and workplace attitudes were related to frequency of absenteeism and intention to leave of call centre employees. Frequency of absenteeism and intention to leave were found to be mainly influenced by contract characteristics and workplace attitudes, while job characteristics and personal characteristics were less important.     

Coping Strategies in Call Centres: Work Intensity and the Role of Co-workers and Supervisors

It has been observed that customer service workers often develop mutually supportive coping strategies to protect themselves from the emotional strain of overwork. These strategies can receive tacit support from supervisors, who may accept them as a means of getting the work done. The study explores the impact of a number of different forms of support on emotional exhaustion among a group of 480 call centre workers focusing, in particular, on the role of supportive behaviours relating to absence taking. The research shows that a supportive co-worker absence culture and team leader absence permissiveness can lessen the effects of job demands on emotional exhaustion and improve worker well-being. The implications of these findings are discussed.     

'You gotta lie to it': software applications and the management of technological change in a call centre

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.     

Are products striking back? The rise of smart products in business markets

The business world is experiencing a shift away from ‘physicality’ due to the ubiquitous growth of the service sector and a progressive shift from selling product to offering service. Yet, at the same time, with regard to technology-based phenomena such as the Internet of Things (IoT), it is physical products equipped with sensors that are at the centre of the transformation. Our research seeks to understand how business products become smart products. It focuses on how product physicality (visibility of smartness; additional functions) and product ecosystems (product connectedness; degree of autonomy) are changing, and the resulting issues for marketing managers. We propose a typology of smart products along two dimensions: ‘Product Attributes’ and ‘Ecosystemic attributes’. We distinguish four categories of smart products: More Efficient Products (MEPs), Augmented Products (APs), Products as a Node (PN), and Products as a Hub (PH). In each category, a product acquires a certain degree of ‘digital enhancement’, ‘embeddedness’ and ‘transformativeness’, as we describe. We also discuss several implications of our work both at the theoretical and managerial levels.     

The Role of Sector-Specific Skills in Post displacement Earnings

This article examines how one form of transferable skills, those valued within an industry or sector, may influence reemployment and earnings following permanent job loss. The empirical analysis finds limited evidence of a sector-specific component to the returns to job tenure. The importance of these skills varies across sectors, with the strongest evidence found for sectors with sustained labor demand and growing employment. There is stronger evidence, particularly in reemployment, for a broader form of sector specificity that is not related to tenure, such as job search skills and vocational training. There is also sectoral evidence that is consistent with the role of individual ability in the returns to tenure.     

The effects of integrated manufacturing on job characteristics

From a sample of 203 Spanish plants in all manufacturing sectors empirical results show that integrated manufacturing (IM) has a positive effect on job variety, job autonomy and job interdependence for production workers. It is also found that IM is associated with greater job complexity, this effect being mainly mediated by the three abovementioned job characteristics.     

Clerical workers, clerical skills: case studies from credit management

This article examines job knowledge and skill in clerical work drawing on five case studies from the area of credit management. The cognitive, social and 'tacit' skills necessary for clerical effectiveness in this sector are identified and examined. Feminist approaches to skills analysis are used to examine how and why this type of work is under-valued.     

Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre

This article presents a thoroughgoing critique of Fernie and Metcalf's perspective, that the call centre is characterised by the operation of an 'electronic panopticon' in which supervisory power has been 'rendered perfect'. Drawing on evidence from a telecommunications call centre the authors analyse the significance of emerging forms of employee resistance.     

Structural and relational influences on the role of reward interdependence in product innovation

This study examines the relationship between reward interdependence, or the extent to which managers' rewards are tied to the performance of colleagues in other functions, and product innovation. It also considers how structural and relational features of the organizational context might moderate this relationship. Our analysis of a sample of Canadian‐based firms reveals a positive relationship between reward interdependence and product innovation that is invigorated at higher levels of job rotation, social interaction, and interactional fairness, but we find no evidence of a moderating effect of decision autonomy. Consistent with a systems approach to organizational contingencies, we also find that the reward interdependence–product innovation relationship is stronger when the organization's context comes closer to an ‘ideal’ holistic configuration that is most conducive to knowledge exchange within the organization, with a more prominent role played by the relational sub‐context (social interaction and interactional fairness) than the structural sub‐context (job rotation and decision autonomy). The findings have important implications for innovation research as they shed light on how the extent to which individual rewards are tied to collective performance can be channeled to enhance innovation pursuits.     

Indian call centres and business process outsourcing: a study in union formation

In this exploratory study of union formation in the Indian call centre/business process outsourcing sector, the authors draw upon evidence from the first detailed survey of members of the recently formed UNITES, and from extensive interviews. This paper engages with mobilisation theory and analyses of trade union formation.     

Tracking,tracing, and business process interests in food commodities: A multi-level decision complexity

The ability for tracking and tracing activities has become a common feature in supply chains not the least because of quality assurance and product liability considerations. Furthermore, food safety concerns have put tracking and tracing at the centre point of discussions on the development of a competitive and sustainable food production. However, in commodities and especially in food commodities, the establishment of tracking and tracing capabilities meets many barriers that have prevented their broad based use beyond what is legally required. Characteristics in the food sector as well as the nature of food commodity products may result in unfavourable cost–benefit considerations at enterprise levels. The view is different at sector and policy levels which creates a complex decision situation. The paper develops a suitable tracking and tracing process and decision model which also supports the understanding of the deadlock the sector is in. The decision situation for enterprises and the sector is summarized in a cost–benefit decision table that provides a framework for future developments.