call centre

Working the Phones: Control and Resistance in Call Centres

by Jamie Woodcock  · 20 Nov 2016

of key points and provide the first glimpses of what we will later explore. where did call centres come from? Call Centers for Dummies claims to be ‘a road map that can help you lead and manage a call centre’.20 The authors ‘make some assumptions’ about who is reading the book and suggests that they

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might be ‘a hotshot MBA tracking through your career, and you find yourself running a call center’,21 which is perhaps ironic considering the title of

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the book. The authors themselves are quite vague about the history of call centres, writing, ‘although we can’t really tell you when the first call center opened, we imagine that call centers started around the time that the telephone became a common household device . . . the evolution of

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call centers just makes sense’.22 11 Working the Phones This common sense point about the development of call centres is useful; however, as with many phenomena

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Call centres can clearly be seen as part of that mixed blessing. The introduction of the Automatic Call Distributor (ACD) by Rockwell International in the mid-1970s was ‘one of the most significant advancements’ in the story of their development. Before this, ‘airlines and major retailers used phone rooms – the precursors of call centers

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a way to distribute large numbers of incoming phone calls evenly to a pool of call center staff ’.26 This allowed the further application of information networking technology, which Phil Taylor and Peter Bain argue has led to call centres becoming characterised by the ‘integration’ of telephone and computer technologies.27 This involves a

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for capital The introduction of new methods of communication like the telephone provides important opportunities for capitalists. The combination of telephones and computers in the call centre allows the reconfiguration of different labour processes into concentrated sites. These include customer services, technical support and information, and sales. It would be ‘inexplicable’

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take on the character of their own countries and regions, based on distinct laws, customs, institutions, and norms. The “globalisation” of call centre activities has a remarkably national face’.51 The call centres that are organised internationally along linguistic lines (which themselves trace the history of imperialism) involve additional pressures. As Kiran Mirchandani has

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argued in a study of Indian call-centre workers, this form of transnational customer service work involves further complexities in terms of identity and race. The workers have to perform to their Western

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problems. The rejection of work therefore appears to be a common phenomenon in call centres and is a theme that we will return to throughout the book. The authors of Call Centers for Dummies admit that ‘not everyone thinks that call center changes and evolution are positive’.63 They locate this in part due to ‘the

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impact of call centers on everyone’s daily lives, and partly because some call centers had bad management and used bad business practices’. The workers 21 Working the Phones in call centres are completely absent from their analysis; instead they focus on how call centres ‘have raised the ire of consumers and

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is possible to call it that) that the rest of the book follows. This book, then, is an inquiry into the conditions of call centre work in the UK. Call centres have become emblematic of the shift towards a post-industrial service economy and the growth of a neoliberal orthodoxy with widespread programmes of

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and Maureen Dollard have outlined the importance of ‘emotional dissonance’.22 This is the psychological experience of the differences between the actual feelings of the call-centre worker and the emotions that they are performing. Modelled on cognitive dissonance, in which two contradictory ideas are held simultaneously, this concept refers to

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the company, although this was not mentioned at first. He had been employed to try and ‘streamline’ the inbound side of the call centre. The outbound operations of the same call centre were taken as a model for improvement, so he would go through the training, work the phones and speak to employees. While

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. His experience of working in insurance was combined with a basic managerial logic found in books like Call Centers for Dummies.2 Yet he lacked any understanding of what 61 Working the Phones working in a call centre actually involved. His undercover project was like those undertaken in the reality TV shows Undercover Boss3

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workplaces of the past are now demanded: personality, quirks, different tastes and so on. Despite the regulation of the labour process, ‘there is no better call center worker than the one who can improvise around the script’. This requires the worker to ‘breathe life into a dead role and pretend their living

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25 The challenges of management in the call centre thus feed into the buzz sessions. There is a twofold realisation. First, it is only when ‘workers had checked-out (either literally or mentally) that they begin to feel human again and buzz with life’. Second, ‘that call center work requires high levels of social

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intelligence, innovation and emotional initiative’. So various attempts emerge that try to ‘find a way of capturing and replicating that buzz of life . . . on the job’.26 This explains examples like this in the call centre: 75 Working the Phones The

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repeats this combination of self-help phrases and management buzzwords. the panopticon The analogy of the Panopticon is used frequently in the academic literature on call centres. Often these involve arguments about control, either its totalisation or the effect of minimising resistance. Jeremy Bentham first discussed the Panopticon as an architectural

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became indispensable, constantly present and distinct from workers’.41 Foucault articulates clearly how the supervisory function becomes embedded in the production process. The development in call centres thus builds on a long history of integrating supervision into the productive process. The notion of the Panopticon continues this integration of supervision and production

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they note how critical Marxists have understood ‘workers’ control and councils as the base of a self-determined socialist society’.77 Yet the call centre – and especially high-volume sales call centres – do not appear as 94 Management an obvious target for self-management. Consider, for example, Burawoy’s explanation of how an automatic

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relationships between the labour process and resistance. The chapter then moves on to discuss the ethnography, considering the different moments of resistance found on the call-centre floor. These are understood in relation to Kate Mulholland’s framework of ‘Slammin’ Scammin’ Smokin’ an’ Leavin’’ – or ‘cheating, work avoidance, absence and resignation’.

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hidden incidents of sabotage may well provide a release for workers’ frustrations, but they do not significantly undermine the process of capital accumulation in the call centre. The proliferation of computers in production has undoubtedly offered new opportunities for sabotage. One example can be seen in this incident: an overworked purchasing agent

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members, and 118 Precarious Organisation a move towards the building of combative organisations that are focused on workplace struggle. The high turnover of workers in call centres presents a real and difficult obstacle for worker organisation. In addition to this, the tendency for management to victimise individual activists has a damaging effect

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under stress or in crisis, when they face the unexpected as well as the routine’.6 This kind of active intervention into a call centre was undertaken by the Kolinko call-centre inquiry in Germany.7 One of the explicit aims of Kolinko was to find and intervene in workers’ struggle. This draws on

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required significant confidence on the part of individual workers at first, especially considering 130 Precarious Organisation how the threat of victimisation still hung over the call-centre floor. These acts were shifted into collective interventions when the workers started planning them together and writing leaflets to hand out. Michael explains that the

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not limited to a specific time or place is incredibly important. Michael applied his previous experiences from the civil service to the call centre, and hoped that workers in the call centre ‘who went on to other workplaces and that saw something in it [would] carry it on elsewhere’. Even projects that fail

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and a Saturday shift. The next Friday, all of my shifts were again changed to the same pattern. Working every evening at the call centre, while reading and writing about call centres during the day, began to take its toll. I went through a number of shifts with no sales whatsoever. I had a

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training, staff shortage, disappointments over pay, prize giving, the excessive monitoring, arbitrary discipline and not least productivity pressures’.32 This was the case at the call centre. The initial conversations about organising began during the smoking breaks, along with general venting about a range of grievances, away from the supervisory gaze. The

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they continue after that? organisation The theme of organisation emerged tentatively throughout the course of this project. No formal union organisation was established at the call centre. It is possible that a longer project at the workplace could have developed and tested forms of 160 Conclusion organisation in collaboration with other workers

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with Michael (discussed in Chapter 3) provides a powerful example of workers’ self-organisation. Despite the threat of victimisation of activists by management in the call centre, the workers developed strategies to build formal and informal organisation in the workplace. The combination of 161 Working the Phones detailed, persistent work and tangible

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not limited to a specific time or place is incredibly important. Michael applied his previous experiences from the civil service to the call centre, and hoped that workers in the call centre would apply the tactics and organisation elsewhere. Even projects that fail can form part of the process of organising in the future

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agreed to talk, but then never responded to my subsequent questions. 165 Working the Phones 20. Real Bergevin, Afshan Kinder, Winston Siegel and Bruce Simpson, Call Centers for Dummies (Mississauga, Ontario: John Wiley and Sons Canada, 2010), p. 1. 21. Ibid., p. 2. 22. Ibid., p. 11. 23. Ibid., p. 23.

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. Claude S. Fischer, America Calling: A Social History of the Telephone to 1940 (Berkeley: University of California Press, 1992), p. 268. 26. Bergevin et al., Call Centers for Dummies (2010), p. 12. 27. Taylor and Bain, ‘“An Assembly Line in the Head”’ (1999), p. 102. 28. Ibid., p. 5. 29. Julia

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49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. 62. 63. 64. Ibid., p. 805. Ibid., p. 807. Bergevin et al., Call Centers for Dummies (2010), p. 12. Ibid., p. 800. Ursula Huws, Nick Jagger and Peter Bates, Where the Butterfly Alights: The Global Location of eWork (London

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unison.org.uk/at-work/ energy/key-issues/call-centres/the-facts Income Data Services, Pay and Conditions in Call and Contact Centres 2012/13 (London: IDS, 2012), p. 9. Ibid., p. 116. Ibid., p. 63. Ibid., p. 56. Ibid., p. 59. Bergevin et al., Call Centers for Dummies (2010), p. 12. Kate Faulkner

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Cleaver, Reading Capital Politically (1979), p. 66. 117. Francois Matheron, ‘Operaismo’, Generation Online (1999), www. generation-online.org/t/toperaismo.htm 118. Ibid. 119. Hotlines – Call Centre | Inquiry | Communism (Duisburg: Kolinko, 2002). 120. David Harvey, A Brief History of Neoliberalism (Oxford: Oxford University Press, 2007), p. 38. 121. Enda Brophy, ‘The Subterranean

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. 76. 43. Taylor and Bain, ‘“An Assembly Line in the Head”’ (1999), p. 108. 44. Ibid., p. 109. chapter 3 1. The Call Centre (2013). 2. Bergevin et al., Call Centers for Dummies (2010). 3. Undercover Boss [Documentary, Reality-TV], Channel 4, 2010, www.channel4.com/programmes/undercover-boss 4. Back to the Floor

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Quality by Call Centre Management’, New Technology, Work and Employment, Vol. 17, No. 3, pp. 170–85. Benefits Street (2014) Channel 4 [Documentary, Reality-TV]. Berardi, F. (2009) The Soul at Work: From Alienation to Autonomy, Los Angeles, CA: Semiotext(e). Bergevin, R., Kinder, A., Siegel, W. and Simpson, B. (2010) Call Centers for

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agir]. 184 References Božovič, M. (1995) ‘Introduction’, in The Panopticon Writings, by Jeremy Bentham, London: Verso. Brophy, E. (2010) ‘The Subterranean Stream: Communicative Capitalism and Call Centre Labour’, Ephemera, Vol. 10, No. 3/4. Burawoy, M. (1979) Manufacturing Consent, Chicago: University of Chicago Press. Burawoy, M. (1985) The Politics of Production, London

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Committeemen and Wildcat Strikes, Detroit: Correspondence Publishing Committee. Glengarry Glen Ross (1992) Zupnik Cinema Group [Indie film/Drama]. Glucksmann, M. (2004) ‘Call Configurations: Varieties of Call Centre and Divisions of Labour’, Work, Employment & Society, Vol. 18, No. 4, pp. 795–811. Goodrich, C. L. (1975) The Frontier of Control: A Study

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British Muslims’, The Guardian, 23 May, available at: www.guardian.co.uk/uk/woolwich-attack Kafka, F. (2000) The Castle, London: Penguin. Kolinko (2002) Hotlines – Call Centre | Inquiry | Communism, Duisburg. Korczynski, M. (2002) Human Resource Management in Service Work, Basingstoke: Palgrave Macmillan. Lafargue, P. (1883) The Right to Be Lazy, Charles

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Reconstruction of Society’, In The American Worker, www.prole.info/texts/americanworker2.html Tartanoğlu, Ş. (2014) ‘The Conditions and Consequences of Informal Organisation in Turkish Call Centres’, International Labour Process Conference, 13–15 April, London, available at: www.ilpc.org.uk/ Default.aspx?tabid=6135&absid=921 Taylor, C. (2014) ‘The

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and D. Adam-Smith, 2nd edition, Oxford: Oxford University Press. Woodcock, J. (2013) ‘Smile Down the Phone: An Attempt at a Workers’ Inquiry in a Call Center’, Viewpoint Magazine, No. 3. Woodcock, J. (2014) ‘The Workers’ Inquiry from Trotskyism to Operaismo: A Political Methodology for Investigating the Workplace’, Ephemera, Vol. 41,

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anti-work and 145–7 reclaiming of 25–6 sociology and 28–9 Matheron, Francois 31 McKarthy, Kidd 138 McKinlay, Alan 85 media portrayals of call centres The Call Centre (TV show) 1–3, 5–6, 8–11, 51–2, 60, 152–3 Wolf of Wall Street, The (film) 1, 2, 3–4,

The Dream of Europe: Travels in the Twenty-First Century

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and grandchildren of all those workers, where were they now? Probably unemployed, said Eribon. ‘Or they’re at the checkouts of the big supermarkets, in call centres or delivering food for Deliveroo – poorly paid and insecure work.’ Or take the real story behind all those picturesque French villages. In 1955, a third

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Gambling Man

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that contained multiple demo versions of software. Masa distributed the CD-ROMs through SoftBank’s computer magazines. If customers wanted the full version, they contacted call centres that could remotely enable the software. A host of new service companies sprang up advising customers how best to amend or upgrade existing software. This

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closed, Masa made a grand tour of BSkyB’s operation in the UK, including a trip to inspect the broadcaster’s state-of-the-art call centre in Livingston, Scotland. An awkward moment later occurred at News Corporation’s Culver City headquarters in Los Angeles. Murdoch said McBride should be CEO of

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questioned whether E-Trade Japan was truly an online broker – only 15 per cent of its business was done via the internet, the rest through call centres. There was less to SoftBank’s digital image than met the eye, it appeared. In November, the ratings agency R&I downgraded SoftBank bonds. The

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Bérenger described as a 'quantum leap' to transform Mauritius into a 'knowledge island’, canny forays into the world of international banking and establishing Mauritius as call-centre hub all helped. From 2010 until 2015, at a time when developed economies across the world were foundering, Mauritius maintained growth at a highly respectable

Rome

by Lonely Planet

praise for its bittersweet portrayal of a philosophy graduate who dreams of a job in research but ends up working the phones in a Roman call centre. Work Employment in the capital is largely based on Italy’s bloated state bureaucracy. Every morning armies of suited civil servants pour into town and

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minority with many young Romans forced to accept short-term contracts for jobs for which they are hugely overqualified such as working in a telephone call centre. These jobs typically offer no job security, no pension benefits and no prospects. Home Life & the Family Romans, like most Italians, live in apartments. These

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. Try to avoid making international calls from a hotel, as you’ll be stung by high rates. It’s cheaper to call from a private call centre or from a public payphone with an international calling card. These are available at newsstands and tobacconists, and are often good value. Another alternative is

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a loo. The law doesn’t extend to loo paper, though, so try to have some tissues to hand. Tourist Information Telephone & Internet Resources Comune Call Centre ( 06 06 06; 24hr) Very useful for practical questions such as: where’s the nearest hospital? Where can I park? When are the underground trains

Spain

by Lonely Planet Publications and Damien Simonis  · 14 May 1997

many languages, whose speakers have brought new tastes to the dining table. Kebab stands and Peruvian restaurants abound. You’ll find, for example, Argentines staffing call centres, Filipinos waiting in restaurants or Eastern Europeans working in bars. Hordes of retired and wealthy EU citizens are catered for by co-nationals on the

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. At all offices ask for the free bimonthly Bilbao Guía, with its entertainment listings plus tips on restaurants, bars and nightlife. There is also a call centre (944 71 03 01; 8.30am-11pm), which is on duty everyday and is equally helpful. Sights MUSEO GUGGENHEIM Opened in September 1997, Bilbao’s

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the tourist information website www.e-menorca.org and the island’s official accommodation website, www.visitmenorca.com. Within Spain, you can also try the call centre (902 92 90 15; 10am-6pm). For activities, have a look at Menorca Activa (www.menorcaactiva.com). Orientation The capital, Maó (Castilian: Mahón), is at

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estancos (tobacconists) and newsstands in the main cities and tourist resorts. If possible, try to compare rates because some are better than others. Locutorios (private call centres) that specialise in cut-rate overseas calls have popped up all over the place in the centre of bigger cities. Again, compare rates – as a

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Machine Learning for Hackers

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Hacking Politics: How Geeks, Progressives, the Tea Party, Gamers, Anarchists and Suits Teamed Up to Defeat SOPA and Save the Internet

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The Fissured Workplace

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Stealth of Nations

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Forward: Notes on the Future of Our Democracy

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Data Science for Business: What You Need to Know About Data Mining and Data-Analytic Thinking

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Unacceptable: Privilege, Deceit & the Making of the College Admissions Scandal

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Reinventing Organizations: A Guide to Creating Organizations Inspired by the Next Stage of Human Consciousness

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Going Clear: Scientology, Hollywood, and the Prison of Belief

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Decisive: How to Make Better Choices in Life and Work

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Evil Geniuses: The Unmaking of America: A Recent History

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America's Bitter Pill: Money, Politics, Backroom Deals, and the Fight to Fix Our Broken Healthcare System

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Daemon

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Amazon Unbound: Jeff Bezos and the Invention of a Global Empire

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The Job: The Future of Work in the Modern Era

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The Age of Surveillance Capitalism

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Automating Inequality

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Machines of Loving Grace: The Quest for Common Ground Between Humans and Robots

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Crash of the Titans: Greed, Hubris, the Fall of Merrill Lynch, and the Near-Collapse of Bank of America

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The Relentless Revolution: A History of Capitalism

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Straphanger

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Surveillance Valley: The Rise of the Military-Digital Complex

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Second World: Empires and Influence in the New Global Order

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Instant City: Life and Death in Karachi

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Small Wars, Big Data: The Information Revolution in Modern Conflict

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Realizing Tomorrow: The Path to Private Spaceflight

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The Making of Global Capitalism

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Aerotropolis

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Microtrends: The Small Forces Behind Tomorrow's Big Changes

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Automate This: How Algorithms Came to Rule Our World

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The Singularity Is Near: When Humans Transcend Biology

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