A female ghetto? Women's careers in call centres

Although several studies have shown that women make up the majority of the call centre workforce, their role and position in this new and expanding industry has not yet been examined. This article makes a contribution to the research gap by exploring the extent and nature of the career opportunities open to women within call centres. Current portrayals of call centre work appear to indicate that these new workplaces offer very little in the way of either job satisfaction or potential for career progression. Indeed, on the basis of existing research evidence it could be concluded that call centres represent little more than female job ‘ghettos’. The article assesses this claim by drawing on women's own accounts of their work experiences and their perceptions of their prospects.     

Leader humility,team job crafting and team creativity: The moderating role of leader–leader exchange

Despite an increasing number of studies on leader humility, the relationship between leader humility and team creativity needs further exploration. Using the connectionist network model, we propose that leader–leader exchange (LLX), the upward exchange relationship of a team's direct supervisor, moderates the effect of leader humility on team job crafting, and this in turn affects team creativity. We test our hypotheses using a sample of 286 employees in 59 teams with a multiple‐source, time‐lagged research design. Our conclusions are as follows: (a) for team leaders with high LLX, leader humility is positively related to team job crafting, whereas for team leaders with low LLX, the relationship between leader humility and team job crafting is negative; (b) team job crafting is positively related to team creativity and (c) team job crafting mediates the effect of the interaction between leader humility and LLX on team creativity.     

Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal

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.     

拒绝“内卷”:团队人际关系、工作需求创新对和谐型激情的作用机制

职场内卷现象受到多方关注,如何让员工持续热爱工作成为现实的命题。本文以自我决定理论及工作特征理论为依据,考察团队人际关系、员工团队心理安全感及工作需求创新对员工和谐型激情的作用机制。研究发现:高质量领导成员交换关系和团队成员交换关系能使员工产生团队心理安全感,团队心理安全感分别在领导成员交换关系及团队成员交换关系与和谐型激情之间起中介作用,工作需求创新调节了中介效应。因此,组织若欲令员工热爱工作,团队的“安全感”和工作的“新鲜感”同样重要,应着力在团队人际关系建设和工作设计方面提升员工的积极感知体验。研究结论对组织员工管理实践具有一定指导意义。     

Interpersonal team leadership skills

To say that a team leader's job is a tough one is certainly not saying enough. It is up to the team leader to manage a group of people to be individuals but yet work as a team. The team leader must keep the peace and yet create a revolution with this group all at the same time. The good leader will require a lot of education, training, and tons of practical application to be a success. The good news, however, is that the team leader's job is a rewarding one, one that they'll always feel good about if they do it right. How many of us get the opportunity to take a group of wonderful, thinking individual minds and pull from them ideas that a whole team can take to success? Yes, the job is indeed tough, but the paybacks are many.     

Beyond bureaucracy? Work organization in call centres

Call centres are a rapidly growing, IT-based channel for service and sales delivery, particularly in the financial services and telecom industries. Although little research has been undertaken on the human resource aspects of call centres, two contrasting images are emerging. The first emphasizes the bureaucratic, constraining nature of these work settings, while the second image points towards worker empowerment characteristic of knowledge-intensive settings. Which of these two images more faithfully portrays the nature of work organization in call centres is the subject of our paper. Drawing on qualitative research undertaken in six call centres and a survey of front-line workers, we show that elements of both models coexist and that a hybrid model predominates. The theoretical basis for this contention, and its institutionalization as mass customized bureaucracy, lies in management's on-going attempts to reconcile two conflicting principles: standardization of processes and customization of products. The paper also explores, as key consequences of mass customized bureaucracy, front-line workers' satisfaction with various facets of their job and their overall job satisfaction, in addition to discretionary work effort. Only in relation to job security and co-worker relations could front-line workers be considered satisfied. Overall, these employees were ambivalent in their responses. They were however more likely to give more discretionary work effort than indicated by their extent of satisfaction. We conclude that, although the existing pattern of work organization may be superior to more bureaucratic forms, it is by no means ideal from the standpoint of either front-line workers or management.     

Tensions and variations in call centre management strategies

Management strategies in call centres face a series of tensions stemming from conflicts between achieving efficiency and providing a quality service to the customer. Recent research suggests high commitment management (HCM) techniques are being applied in call centres in a paradoxical strategy of ‘low discretion, high commitment’(LDHC). This article presents case findings on four British call centres that confirm the LDHC model but suggest that it operates in a variety of forms. By characterising the research sites according to the combined dimensions of HCM orientation and job design implementation, a typology of LDHC approaches is proposed. These are containment, alleviation, structured employee development and involvement. In essence, the LDHC model is an attempt to reconcile the costs of control with the levers of commitment. However, an examination of the realities of LDHC in action reveals a varied but persistent pull towards control. Fundamentally this exposes LDHC as a substitute for, rather than a reflection of, commitment.     

Institutions as constraints and resources: Explaining cross‐national divergence in performance management

This article compares performance management practices in call centres from four telecommunications firms in the United Kingdom, France, Denmark, and Germany. Findings show that different combinations of institutional constraints, such as strong job security protections, and participation resources supporting worker voice were influential in shaping choices among policies to motivate and discipline workers. Performance management most closely approached a high‐involvement model where both constraints and resources were high, where worker representatives were able both to restrict management's use of sanctions and to establish procedures that improved the perceived fairness of incentives. Findings contribute to debates concerning the role of contextual factors in the design and effectiveness of HRM.     

Security in a sea of insecurity: job security and intention to stay among service sector employees in Turkey

This article examines the association between job security and intention to stay for those who are employed in Turkey. There is a high level of unemployment in the country and many workers there are concerned about their job security. Job security refers to the objective dimensions of continuous contract, working full-time hours and paid and unpaid overtime. Job security also refers to the subjective dimension of perceived job security. We surveyed 407 employees in banking and related sectors' call centres, five-star hotel front-line staff and airline cabin crews. Results show that objective dimensions of job security are not associated with intention to stay. However, perceived job security is significantly and positively associated with intention to stay. We recommend that human resource managers focus on the perceived job security aspect of employment to keep valuable employees with the company.     

Call centres and beyond: a thematic evaluation

This introduction aims to place the articles in this special edition in the context of the wider literature on call centres. The discussion is arranged around four themes: the characteristics and organisational features of call centre work, the choices and strategies that are available to manage the work, the effects of this type of work on employees and, finally, the responses and reactions of call centre staff to their work experiences. The articles selected, which are drawn from a conference sponsored by this journal, are then summarised.     

A multilevel examination of the relationship between role overload and employee subjective health: The buffering effect of support climates

Although the belief that support alleviates the detrimental effect of job demands on employee health is intuitive, past research has produced an equivocal picture, requiring a renewed evaluation of this relationship. In the present study, we examine three sources of support (from the organization, leader, and team) that employees may draw from to reduce the negative effect of a specific job demand, that is, role overload. Unlike most prior research, we focus on these sources of support at the group level of analysis to determine the relative effectiveness of organizational support climate, leadership climate, and team climate as moderators of the role overload–subjective health relationship. Hierarchical linear modeling of data from 2,288 employees nested in 132 workgroups in a state administration of Switzerland revealed that, after controlling for individual perceptions of support, team climate weakened the negative relationship between role overload and health. We did not find support for the buffering effect of organizational support or leadership climates. The article provides a nuanced test of the support‐buffering hypothesis by simultaneously exploring individual and group‐level sources of support and by demonstrating that some sources of support matter more than others in ameliorating the negative outcomes of role overload.     

‘McJobs’, ‘good jobs’ and skills: job‐seekers' attitudes to low‐skilled service work

This article focuses on unemployed job‐seekers' attitudes towards entry‐level jobs in three areas of the service sector – retail, hospitality and call‐centre work. The article examines whether job‐seekers are reluctant to pursue these opportunities, and provides an analysis of the motives of those ruling out service work. A range of potential barriers is discussed, including the extent to which job‐seekers perceive the service economy as offering only so‐called ‘McJobs’– low‐skilled, low‐paid jobs with few opportunities for development. However, the article also focuses on perceived skills mismatches, with some job‐seekers arguably over‐qualified for entry‐level service jobs, while others consider themselves to lack the necessary ‘soft’ skills. The analysis is based on interviews with 220 unemployed people in Glasgow. The article concludes that policy action may be required to encourage job seekers to consider a broader range of vacancies and to provide tailored training in partnership with service employers. On the demand side, service employers must address the need for entry‐level positions that offer realistic salaries, decent work conditions and opportunities for progression and development.     

The role of experience in six sigma project success: An empirical analysis of improvement projects

Recent learning-by-doing research highlights the importance of examining multiple measures of experience and their relationship to the performance of work teams. Our paper studies the role of individual experience, organizational experience, team leader experience, and experience working together on a team (team familiarity) in the context of improvement teams. To do so, we analyze successful and failed six sigma improvement team projects at a Fortune 500 consumer products manufacturer with multiple business groups. Such improvement project teams focus on deliberate learning, which differs from the primary focus of work teams.Our analysis uses archival data generated by these improvement project teams over a six year time span. Of the four experience variables we study, we find that team leader experience exhibits the strongest relationship with project success, followed by organizational experience. Further, in contrast to prior-related research on work teams, we find no relationship between individual experience or team familiarity and project success beyond that explained by team leader and organizational experience. These results suggest that a well-developed and deployed structured problem-solving process—characteristic of effective six sigma deployments—may reduce the importance of team familiarity in the context of improvement teams.     

Thriving of employees with disabilities: The roles of job self‐efficacy,inclusion, and team‐learning climate

With the growing global emphasis on welfare‐to‐work policies, an increasing number of people with disabilities (PWD) have entered the workforce. However, studies on PWD have focused primarily on company practices to accommodate PWD, with a limited understanding of factors affecting psychological integration of PWD into the workplace. This scarcity in research makes it difficult for managers to utilize the full work potential of PWD. To fill this research gap, the current study focuses on the job self‐efficacy of PWD and investigates how employee disability interacts with inclusion and team‐learning climate to affect job self‐efficacy, and in turn thriving at work. Using a sample of 485 employees in 114 teams, surveys found job self‐efficacy was a key intervening mechanism linking employee disability to thriving at work. These results suggest high workplace inclusion can buffer potential negative effects of disability at the individual level, strengthened further by a high team‐learning climate. The data supported a three‐way cross‐level interaction effect of disability, inclusion, and team‐learning climate on the thriving of employees with disabilities, through job self‐efficacy. Our results demonstrate the importance of inclusion and team‐learning climate to foster employee thriving in a diverse workforce.     

Human resource management in the Spanish call centre sector: the bird cage model of call centre work

This paper examines the nature of human resource management (HRM) in call centres in Spain. After reviewing the institutional perspective and other previous contributions to the characterisation of HRM practices in call centres, the authors present evidence of the use of high commitment working practices (HCWP) in this sector. The findings report only a moderate presence of HCWP in the sector generally, but the analysis points towards the existence of four significant and distinct clusters of HRM practices. The results also show categorical evidence that work discretion is almost non-existent across all of the clusters, even in those with more evolved high commitment practices. This lack of autonomy, as well as an intensive use of performance monitoring systems, leads us to model the results in a bird–cage analogy.     

Linking work–family conflict to job attitudes: the mediating role of social exchange relationships

This study uses social exchange theory to develop a model of the processes linking work–family conflict to job attitudes. This model was tested on a sample of 236 employees in Taiwan's high-technology industry. The regression results revealed that perceived organizational support and leader–member exchange fully mediated the influence of work–family conflict on intentions to quit and affective organizational commitment, and partially mediated work–family conflict's influence on job satisfaction. The implications are discussed in this article.     

浅谈班组青年骨干员工培训项目开发——以南车株洲电力机车制造服务中心为例

班组员工是企业管理最基层单元主体,是最广泛的人员群体,其技能与管理水平的高低直接作用于生产安全、产品质量和制造成本等方面,而其中的班组青年骨干又是班组作业与管理的关键人物,亦是班组长的核心后备人才群体。文章以南车株洲电力机车有限公司制造服务中心(以下简称制造服务中心或中心)为例,通过对班组青年骨干人员的培训与管理模式的完善,完成班组青年骨干员工培养项目的开发。在达到为企业储备班组长优秀后备人才的同时,提升班组青年骨干员工的管理与技能水平,进而促进班组建设整体管理水平。     

High involvement management,high-performance work systems and well-being

Studies on the impact of high-performance work systems on employees' well-being are emerging but the underlying theory remains weak. This paper attempts to develop theory of the effects on well-being of four dimensions of high-performance work systems: enriched jobs, high involvement management, employee voice, and motivational supports. Hypothesized associations are tested using multilevel models and data from Britain's Workplace Employment Relations Survey of 2004 (WERS2004). Results show that enriched jobs are positively associated with both measures of well-being: job satisfaction and anxiety–contentment. Voice is positively associated with job satisfaction, and motivational supports with neither measure. The results for high involvement management are not as predicted because it increases anxiety and is independent of job satisfaction.     

Governing through Teamwork: Reconstituting Subjectivity in a Call Centre*

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.     

Measuring the quality of managerial learning on the job

This article describes the development of an instrument to measure the quality of managerial learning on the job. The instrument can be used to analyse the quality of the individual learning process on the job. The literature shows that two factors determine the quality of the learning process: the learning potential of the job context and the way in which the manager approaches their work. So the instrument has two components. The first component measures the four types of work experience that offer potential opportunities for individual learning. These are transitions, task-related characteristics, obstacles and support. The second component, the so-called learning behaviour, analyses the way the individual approaches the potential learning opportunities present in the job. This can also be divided into four categories: emergent learning, planned learning, instruction-oriented learning and meaning-oriented learning. Based on these two components, an instrument has been developed to measure the quality of learning on the job. This has been shown to be valid and reliable in a sample of European managers.