Women Labour in Call Centres: Understanding Characteristics of Work
This paper is concerned with the work experiences of women employees in info-service-based offices as telephone call centres. Call centres have grown rapidly in Tur-key in recent years, creating a large number of new jobs. In particular, it is concerned with the question of whether call centre jobs...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Centre for Strategic Research & Analysis
2014-07-01
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| Series: | Journal of Global Analysis |
| Subjects: | |
| Online Access: | http://cesran.org/dergi.php?id=178 |
| _version_ | 1818174172675702784 |
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| author | Gulten Dursun Hale Butun Bayram |
| author_facet | Gulten Dursun Hale Butun Bayram |
| author_sort | Gulten Dursun |
| collection | DOAJ |
| description | This paper is concerned with the work experiences of women employees in info-service-based offices as telephone call centres. Call centres have grown rapidly in Tur-key in recent years, creating a large number of new jobs. In particular, it is concerned with the question of whether call centre jobs are offering women new opportunities for career progression, or whether a more common bias is taking place in which women are being drawn into highly routinized jobs. The collection of data was carried out so-urcing a heterogeneous plurality of instruments. Our research confirms that work pro-cesses in call centres are close association of surveillance technologies (technologic panoptican), exploitation and high levels of discipline, highly repetitive and heavily mo-nitored, and that the association with the assembly line and Taylorism have dominated much of the rhetoric on call centres. In addition, we have observed that, the structure of women’s employment in the call centre industry tends to polarise. |
| first_indexed | 2024-12-11T19:40:11Z |
| format | Article |
| id | doaj.art-ea1184aed82d4efe850c3519bf2ef101 |
| institution | Directory Open Access Journal |
| issn | 2041-1944 2041-1944 |
| language | English |
| last_indexed | 2024-12-11T19:40:11Z |
| publishDate | 2014-07-01 |
| publisher | Centre for Strategic Research & Analysis |
| record_format | Article |
| series | Journal of Global Analysis |
| spelling | doaj.art-ea1184aed82d4efe850c3519bf2ef1012022-12-22T00:53:03ZengCentre for Strategic Research & AnalysisJournal of Global Analysis2041-19442041-19442014-07-0141-23550Women Labour in Call Centres: Understanding Characteristics of WorkGulten Dursun0Hale Butun Bayram1Kocaeli UniversityKocaeli UniversityThis paper is concerned with the work experiences of women employees in info-service-based offices as telephone call centres. Call centres have grown rapidly in Tur-key in recent years, creating a large number of new jobs. In particular, it is concerned with the question of whether call centre jobs are offering women new opportunities for career progression, or whether a more common bias is taking place in which women are being drawn into highly routinized jobs. The collection of data was carried out so-urcing a heterogeneous plurality of instruments. Our research confirms that work pro-cesses in call centres are close association of surveillance technologies (technologic panoptican), exploitation and high levels of discipline, highly repetitive and heavily mo-nitored, and that the association with the assembly line and Taylorism have dominated much of the rhetoric on call centres. In addition, we have observed that, the structure of women’s employment in the call centre industry tends to polarise.http://cesran.org/dergi.php?id=178Call centreswomen labourelectronic panopticonTaylorismcharacteris-tics of workcharacteristics of work |
| spellingShingle | Gulten Dursun Hale Butun Bayram Women Labour in Call Centres: Understanding Characteristics of Work Journal of Global Analysis Call centres women labour electronic panopticon Taylorism characteris-tics of work characteristics of work |
| title | Women Labour in Call Centres: Understanding Characteristics of Work |
| title_full | Women Labour in Call Centres: Understanding Characteristics of Work |
| title_fullStr | Women Labour in Call Centres: Understanding Characteristics of Work |
| title_full_unstemmed | Women Labour in Call Centres: Understanding Characteristics of Work |
| title_short | Women Labour in Call Centres: Understanding Characteristics of Work |
| title_sort | women labour in call centres understanding characteristics of work |
| topic | Call centres women labour electronic panopticon Taylorism characteris-tics of work characteristics of work |
| url | http://cesran.org/dergi.php?id=178 |
| work_keys_str_mv | AT gultendursun womenlabourincallcentresunderstandingcharacteristicsofwork AT halebutunbayram womenlabourincallcentresunderstandingcharacteristicsofwork |