Picture of neon light reading 'Open'

Discover open research at Strathprints as part of International Open Access Week!

23-29 October 2017 is International Open Access Week. The Strathprints institutional repository is a digital archive of Open Access research outputs, all produced by University of Strathclyde researchers.

Explore recent world leading Open Access research content this Open Access Week from across Strathclyde's many research active faculties: Engineering, Science, Humanities, Arts & Social Sciences and Strathclyde Business School.

Explore all Strathclyde Open Access research outputs...

'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

[img]
Preview
Text (strathprints017919)
strathprints017919.pdf - Accepted Author Manuscript

Download (127kB) | Preview

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.