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| Author: | Weinkopf, C. |
| Title: | Call-centre work: specific characteristics and the challenges of work organisation |
| Journal: | Transfer
2002 : AUTUMN, VOL. 8:3, p. 456-466 |
| Index terms: | WORK WORK ORGANIZATION EMPLOYMENT |
| Language: | eng |
| Abstract: | In recent years call-centres have been, in many countries, one of the fastest growing areas of employment. The services provided by them are as diverse as their corporate form: call-centres may form part of existing companies but they may equally well be new independent service-providers. It is frequently asserted that they are invariably a modern form of sweatshop or dark satanic mill, with low pay, poor working conditions and highly flexible working time. In this contribution the characteristics of call-centre work are analyzed more closely and it is shown that the quality of jobs is in practice extremely variable. In spite of difficult general conditions, a number of starting points for a better organisation of work and collectively agreed regulation exist. |
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