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Call-centre work: specific characteristics and the challenges of work organisation

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  • Claudia Weinkopf

    (Institut für Arbeit und Technik, Gelsenkirchen)

Abstract

In recent years call-centres have been, in many countries, one of the fastest growing areas of employment. The services provided by them are as diverse as their corporate form: call-centres may form part of existing companies but they may equally well be new independent serviceproviders. It is frequently asserted that they are invariably a modern form of sweatshop or dark satanic mill, with low pay, poor working conditions and highly flexible working time. In this contribution the characteristics of call-centre work are analysed more closely and it is shown that the quality of jobs is in practice extremely variable. In spite of difficult general conditions, a number of starting points for a better organisation of work and collectively agreed regulation exist.

Suggested Citation

  • Claudia Weinkopf, 2002. "Call-centre work: specific characteristics and the challenges of work organisation," Transfer: European Review of Labour and Research, , vol. 8(3), pages 456-466, August.
    • Handle: RePEc:sae:treure:v:8:y:2002:i:3:p:456-466
    DOI: 10.1177/102425890200800309
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