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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.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Trade unions, workers' rights and the 'frontier of control' in UK call centres

Taylor, P. and Bain, P.M. (2001) Trade unions, workers' rights and the 'frontier of control' in UK call centres. Economic and Industrial Democracy, 22 (1). pp. 39-66. ISSN 0143-831X

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Abstract

In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of 'front line' work. Drawing upon employee survey and interview data from six UK financial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial 'frontiers of control'require to be combated by new union bargaining agendas which seek to address employees'concerns at the point of production.