Call Centre Work -TopicsCall Centre Work -Topics

1.1. Relevance of Labour Process Theory (Relevance of Labour Process Theory (BravermanBraverman) and the ) and the McDonaldization thesis (McDonaldization thesis (RitzerRitzer))

2.2. Significance of call centre work as a service re the Significance of call centre work as a service re the ‘interaction order’ (‘interaction order’ (GoffmanGoffman))

3.3. (distanced) interaction and emotional labour ((distanced) interaction and emotional labour (HochschildHochschild))4.4. Gender stereotypesGender stereotypes5.5. Trust and Deception (Trust and Deception (GoffmanGoffman))6.6. Organisation of call centre work: the tension between Organisation of call centre work: the tension between

individual work and team organisation (individual work and team organisation (Durkheim/MeadDurkheim/Mead))7.7. Work and self-identity (Work and self-identity (FoucaultFoucault))8.8. Control and ResistanceControl and Resistance9.9. Call centres and the restructuring of time and space Call centres and the restructuring of time and space

((GiddensGiddens) )

DefinitionDefinition

Call centres are places of work where Call centres are places of work where telephone and IT equipment are used to telephone and IT equipment are used to provide ‘distanced’ voice-to-voice servicesprovide ‘distanced’ voice-to-voice services

Sweated LabourSweated Labour

(Employed) at starvation wages for long (Employed) at starvation wages for long hours under poor conditionshours under poor conditions..

Source Concise Oxford DictionarySource Concise Oxford Dictionary

PanopticonPanopticon

Panoptic taking in all parts, aspects etc in a Panoptic taking in all parts, aspects etc in a single view, all-embracing [from Greek single view, all-embracing [from Greek panoptespanoptes seeing everything] seeing everything]

Source: Collins Concise DictionarySource: Collins Concise Dictionary

Scripted InteractionScripted Interaction

5 Steps:5 Steps:

a)a) GreetGreet

b)b) Fact findFact find

c)c) Provide solutionsProvide solutions

d)d) Close conversationClose conversation

e)e) Follow-up (wrap)Follow-up (wrap)

Call Centres & GenderCall Centres & Gender

Tendency for:Tendency for:a)a) Personal service call centre workers Personal service call centre workers

to to be female.be female.b)b) Technical service help lines to be Technical service help lines to be staffed by menstaffed by men

Does this endorse the distinction between Does this endorse the distinction between natural abilitiesnatural abilities (female) and (female) and acquired skillsacquired skills (male)?(male)?

Call Centres & the Interaction OrderCall Centres & the Interaction Order

Call centres are significant also as sites of Call centres are significant also as sites of distanced, emotional interaction; distanced, emotional interaction; the smile the smile down the phone.down the phone.

Note the typical focus of Sociology, e.g. Note the typical focus of Sociology, e.g. Goffman, on face-to-face interaction asGoffman, on face-to-face interaction as the the basic form of social exchangebasic form of social exchange

Trust & Authentic InteractionTrust & Authentic Interaction

As well as raising issues concerning As well as raising issues concerning emotional labouremotional labour the use of interaction as a the use of interaction as a means of production also raises issues means of production also raises issues concerning the fragility of trust in modern concerning the fragility of trust in modern society.society.

The Construction of TrustThe Construction of Trust

1.1. The fragility of trust in modern societies:The fragility of trust in modern societies:

from Gemeinschaft to Gesellscaftfrom Gemeinschaft to Gesellscaft

the ‘society of strangers’the ‘society of strangers’

Goffman and the con-manGoffman and the con-man

The Construction of TrustThe Construction of Trust

1.1. The fragility of trust in modern societiesThe fragility of trust in modern societies

2.2. Teamwork and the construction of trustTeamwork and the construction of trust

responsible autonomyresponsible autonomy

versusversus

continuous surveillancecontinuous surveillance

The Construction of TrustThe Construction of Trust

1.1. The fragility of trust in modern societiesThe fragility of trust in modern societies

2.2. Teamwork and the construction of trustTeamwork and the construction of trust

3.3. Incorporation and the betrayal of trustIncorporation and the betrayal of trust

corporate culturecorporate culture

recruitment policyrecruitment policy

PanopticismPanopticism

The Panopticon…allows seeing without being The Panopticon…allows seeing without being seen. 'Such asymmetry of seeing-without-being-seen. 'Such asymmetry of seeing-without-being-seen is, in fact, the very essence of power for seen is, in fact, the very essence of power for Foucault Foucault because ultimately, the power to because ultimately, the power to dominate rests on the dominate rests on the differentialdifferential possession of possession of knowledge'knowledge'

"According to Foucault, the new visibility or "According to Foucault, the new visibility or surveillance afforded by the Panopticon was of surveillance afforded by the Panopticon was of two types: The two types: The synopticsynoptic and the and the analyticanalytic. The . The Panopticon, in other words, was designed to Panopticon, in other words, was designed to ensure a 'surveillance which would be both global ensure a 'surveillance which would be both global and individualizing'" and individualizing'" From From Barton and BartonBarton and Barton, , "Modes of Power""Modes of Power" (139-41). (139-41).

ResistanceResistance

1.1. Not taking callsNot taking calls

2.2. ‘‘Mocking’ the scriptMocking’ the script

3.3. Subverting managerial controlSubverting managerial control

Subverting the Interaction OrderSubverting the Interaction Order

1.1. Cold Calling: intrusion & abuseCold Calling: intrusion & abuse

2.2. Goal Displacement: quality v. quantityGoal Displacement: quality v. quantity

3.3. De-Skilling (interactional skills)De-Skilling (interactional skills)

Globalisation of Call Centre workGlobalisation of Call Centre work

Giddens and compression of time and spaceGiddens and compression of time and space

2.2. English as global languageEnglish as global language

3.3. Incentives to relocate (Incentives to relocate (offshoringoffshoring))

4.4. Variable status of call centre workVariable status of call centre work

5.5. Effects on local cultures (Effects on local cultures (globalisationglobalisation or or glocalisationglocalisation))