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The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

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

Ellis, Vaughan and Taylor, Phil (2006) 'You don't know what you've got till it's gone' : re-contextualising the origins, development and impact of the call centre. New Technology, Work and Employment, 21 (2). pp. 107-122. ISSN 0268-1072

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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.