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Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres

In: Call Centres and Human Resource Management

Author

Listed:
  • Paul Thompson
  • George Callaghan
  • Diane Broek

Abstract

Much of the literature on call centres focuses on work organization and surveillance. While this is valuable in its own right, issues of recruitment and socialization of labour tend to be neglected. In our case companies there is considerable evidence for the primacy accorded to the identification and shaping of social competencies as integral to interactive service work.

Suggested Citation

  • Paul Thompson & George Callaghan & Diane Broek, 2004. "Keeping Up Appearances: Recruitment, Skills and Normative Control in Call Centres," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 6, pages 129-152, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-28880-5_6
    DOI: 10.1057/9780230288805_6
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    Citations

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    Cited by:

    1. Phil Taylor & Peter Bain, 2005. "‘India calling to the far away towns’," Work, Employment & Society, British Sociological Association, vol. 19(2), pages 261-282, June.
    2. Jos Gamble, 2007. "The rhetoric of the consumer and customer control in China," Work, Employment & Society, British Sociological Association, vol. 21(1), pages 7-25, March.
    3. Caroline Lloyd & Jonathan Payne, 2009. "‘Full of sound and fury, signifying nothing’," Work, Employment & Society, British Sociological Association, vol. 23(4), pages 617-634, December.
    4. Bob Russell & Mohan Thite, 2008. "The next division of labour: work skills in Australian and Indian call centres," Work, Employment & Society, British Sociological Association, vol. 22(4), pages 615-634, December.

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