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All Talk But No Voice: Employee Voice at the Eurotunnel Call Centre

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  • Paul J. Gollan

Abstract

There is little existing research on non-union voice structures of consultation and representation in call centres, or on the impact and influence of such structures on either organizational change or employee influence over managerial decisions. This article attempts to address these issues by examining non-union consultation and representative arrangements at the call centre operations at Eurotunnel, and assessing their effectiveness in representing the needs of employees. Overall, the evidence suggests that the non-union voice structures at the Eurotunnel call centre are used as devices for information and communication rather than true consultation mechanisms or bargaining agents; their effectiveness as bodies representing the interests of call centre employees in filling the lack of representation is questionable. The implications for organizations of not recognizing such limitations of non-union arrangements could result in increased union influence on workplace issues and greater employee dissatisfaction with management. The study concludes that communication between management and employees at the workplace may not be enough: voice and the right to be heard may be essential for achieving higher performance and employee commitment.

Suggested Citation

  • Paul J. Gollan, 2003. "All Talk But No Voice: Employee Voice at the Eurotunnel Call Centre," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 24(4), pages 509-541, November.
    • Handle: RePEc:sae:ecoind:v:24:y:2003:i:4:p:509-541
    DOI: 10.1177/0143831X030244003
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    References listed on IDEAS

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    1. Richard Hyman, 1997. "The Future of Employee Representation," British Journal of Industrial Relations, London School of Economics, vol. 35(3), pages 309-336, September.
    2. David Knights & Darren McCabe, 1998. "‘What Happens when the Phone goes Wild?’: Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime," Journal of Management Studies, Wiley Blackwell, vol. 35(2), pages 163-194, March.
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    Cited by:

    1. Raymond Markey & Greg Patmore, 2009. "The Role of the State in the Diffusion of Industrial Democracy: South Australia, 1972—9," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 30(1), pages 37-66, February.
    2. Jimmy Donaghey & Niall Cullinane & Tony Dundon & Tony Dobbins, 2012. "Non-union employee representation, union avoidance and the managerial agenda," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 33(2), pages 163-183, May.
    3. Peter Haynes & Peter Boxall & Keith Macky, 2005. "Non-Union Voice and the Effectiveness of Joint Consultation in New Zealand," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 26(2), pages 229-256, May.
    4. Jeremé Charles Snook & Michael Whittall, 2013. "From ‘the best kept company secret’ to a more proficient structure of employee representation: The role of EWC delegates with a managerial background," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 34(2), pages 355-378, May.

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