‘We have the values’: customers, control and corporate ideology in call centre operations (research)
This article analyses the use of normative control through recruitment, work organisation, social events, and bargaining processes within two Australian telecommunication call centres. Rather than arguing that such control reduced employees to ‘self-disciplining subjects’, it suggests that these control mechanisms embodied significant levels of managerial coercion and therefore attracted varying levels of resistance.
Broek, D. van den, Customers, control and corporate ideology in contactcenter operations. New Technology, Work and Employment 19:1, Blackwell Publishing Ltd 2004.