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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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Taylorism, targets and the pursuit of quantity and quality by call centre management

Bain, P.M. and Watson, A.C. and Mulvey, G. and Taylor, P. and Gall, G. (2002) Taylorism, targets and the pursuit of quantity and quality by call centre management. New Technology, Work and Employment, 17 (3). pp. 170-185. ISSN 0268-1072

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Abstract

The paper locates the rise of the call centre within the context of the development of Taylorist methods and technological change in office work in general. Managerial utilisation of targets to impose and measure employees' quantitative and qualitative performance is analysed in four case-study organisations. The paper concludes that call centre work reflects a pardigmic re-configuration of customer servicing operations, and that the continuing application of Taylorist methods appears likely.