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Running the electronic sweatshop: Call centre managers' views on call centres

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  • Robinson, George
  • Morley, Clive

Abstract

Call centres have been described as ‘electronic sweatshops’ and ‘slave galleons of the twenty first century’ and, contrarily as progressive, team based and career fulfilling work environments. Drawing on data from a survey of call centre managers in Australia, it is shown that there are elements of call centre management with practices from both extremes of the descriptive continuum and in some instances these elements coexist in the one centre. Whilst call centres are managed with a high level of control and the work of call centre agents is subject to intense scrutiny and monitoring, the simplistic notion that they are electronic sweatshops, or that the metaphor of the Panopticon applies, is rejected.

Suggested Citation

  • Robinson, George & Morley, Clive, 2007. "Running the electronic sweatshop: Call centre managers' views on call centres," Journal of Management & Organization, Cambridge University Press, vol. 13(3), pages 249-263, September.
    • Handle: RePEc:cup:jomorg:v:13:y:2007:i:03:p:249-263_00
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    Cited by:

    1. Carlos Ferreira Peralta & Maria Francisca Saldanha & Paulo Nuno Lopes & Paulo Renato Lourenço & Leonor Pais, 2021. "Does Supervisor’s Moral Courage to Go Beyond Compliance Have a Role in the Relationships Between Teamwork Quality, Team Creativity, and Team Idea Implementation?," Journal of Business Ethics, Springer, vol. 168(4), pages 677-696, February.

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