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Pre-employment training for the unemployed: A case study of a call centre foundation programme

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  • Julian Clarke

Abstract

This paper examines a single pre-employment training programme for the unemployed. The training aimed to prepare unemployed participants for work on the front-line of telephone call centres. Drawing on participant observation and semi-structured interviews, the paper analyses one area in particular; the training participants received to enhance their soft skills, particularly as they relate to the concept of ‘aesthetic’ labour. Through providing an in-depth account of the training the paper offers a critique of the programme and identifies the potential drawbacks associated with offering this form of ‘employability’ training for those who face many barriers to employment.

Suggested Citation

  • Julian Clarke, 2014. "Pre-employment training for the unemployed: A case study of a call centre foundation programme," Local Economy, London South Bank University, vol. 29(1-2), pages 113-128, February.
    • Handle: RePEc:sae:loceco:v:29:y:2014:i:1-2:p:113-128
    DOI: 10.1177/0269094214520938
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    References listed on IDEAS

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    6. Chris Warhurst & DENNIS NICKSON & ANNE WITZ & ANNE MARIE CULLEN, 2000. "Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow," The Service Industries Journal, Taylor & Francis Journals, vol. 20(3), pages 1-18, July.
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