Research Output

You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre.

  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.

  • Type:

    Article

  • Date:

    01 January 2006

  • Publication Status:

    Published

  • DOI:

    10.1111/j.1468-005X.2006.00167.x

  • ISSN:

    1468-005X

  • Dewey Decimal Classification:

    331 Labor economics

Citation

Ellis, V. & Taylor, P. (2006). You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre. New technology, work and employment. 21, 107-122. doi:10.1111/j.1468-005X.2006.00167.x. ISSN 1468-005X

Authors

Keywords

call centres; British gas; privatisation; restrictive regulation; shareholder value; labour processes;

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