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1999•Industrial Relations JournalRequires access

‘An assembly line in the head’: work and employee relations in the call centre

Phil Taylor, Peter Bain

Open publisher page 814 citations

Abstract

To date, academic studies of the call centre ‘sector’ remain limited in scope. Here the authors attempt to remedy that omission by analysing the recent and spectacular growth of call centres in the UK, drawing on a wide variety of sources, including two extensive surveys of developments in Scotland during 1997.

About this research paper

What this paper is about

To date, academic studies of the call centre ‘sector’ remain limited in scope. Here the authors attempt to remedy that omission by analysing the recent and spectacular growth of call centres in the UK, drawing on a wide variety of sources, including two extensive surveys of developments in Scotland during 1997.

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OpenAlex reports 814 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available abstract

To date, academic studies of the call centre ‘sector’ remain limited in scope. Here the authors attempt to remedy that omission by analysing the recent and spectacular growth of call centres in the UK, drawing on a wide variety of sources, including two extensive surveys of developments in Scotland during 1997.

Key concepts: Call centre, Scope (computer science), Variety (cybernetics), Head (geology), Roll call, Work (physics), Industrial relations, Assembly line

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