'You don't know what you've got till it's gone': re-contextualising the origins, development and impact of the call centre |
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| Authors: | Vaughan Ellis Phil Taylor |
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| Institution: | Human Resource Management and Development, UK; Department of Human Resource Management at the University of Strathclyde, UK |
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| 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. |
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