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:

    Conference Paper (unpublished)

  • Date:

    22 March 2005

  • Publication Status:

    Unpublished

  • Library of Congress:

    HD28 Management. Industrial Management

  • Dewey Decimal Classification:

    658 General management

  • Funders:

    Glasgow Caledonian University

Citation

Ellis, V., & Taylor, P. (2005, March). You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre. Paper presented at 21st International Labour Process Conference, Glasgow

Authors

Keywords

Call centres, privatisation, restrictive legislation, political economy,

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