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Trade Unions, Workers'Rights and the Frontier of Control in UK Call Centres

Author

Listed:
  • Philip Taylor

    (University of Stirling)

  • Peter Bain

    (University of Strathclyde)

Abstract

In developing a model of call centre diversity, spanning the dimensions of quantity and quality, the article develops a critique of aspects of Frenkel et al.'s recent study of 'front line'work. Drawing upon employee survey and interview data from six UK financial sector call centres, patterns of resistance and the contrasting responses of trade unions to the experience of intensive working conditions are examined. It is argued, in conclusion, that the newly established managerial 'frontiers of control'require to be combated by new union bargaining agendas which seek to address employees'concerns at the point of production.

Suggested Citation

  • Philip Taylor & Peter Bain, 2001. "Trade Unions, Workers'Rights and the Frontier of Control in UK Call Centres," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 22(1), pages 39-66, February.
    • Handle: RePEc:sae:ecoind:v:22:y:2001:i:1:p:39-66
    DOI: 10.1177/0143831X01221003
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    References listed on IDEAS

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    1. Gillian Bristow & Max Munday & Peter Gripaios, 2000. "Call Centre Growth and Location: Corporate Strategy and the Spatial Division of Labour," Environment and Planning A, , vol. 32(3), pages 519-538, March.
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