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Trade Unions, Workers'Rights and the Frontier of Control in UK Call Centres
Philip Taylor
University of Stirling
Peter Bain
University of Strathclyde
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.
Key Words: call centres • control • finance sector • resistance • trade unions
Economic and Industrial Democracy, Vol. 22, No. 1,
39-66 (2001)
DOI: 10.1177/0143831X01221003
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