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    Working the Phones

    Control and Resistance in Call Centres

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    Author(s)
    Woodcock, Jamie
    Collection
    Knowledge Unlatched (KU)
    Number
    102183
    Language
    English
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    Abstract
    *Shortlisted for the BBC Radio 4 Thinking Allowed Award for Ethnography 2017* Over a million people in the UK work in call centres, and the phrase has become synonymous with low-paid and high stress work, dictatorial supervisors and an enforced dearth of union organisation. However, rarely does the public have access to the true picture of what goes on in these institutions. For Working the Phones, Jamie Woodcock worked undercover in a call centre to gather insights into the everyday experiences of call centre workers. He shows how this work has become emblematic of the shift towards a post-industrial service economy, and all the issues that this produces, such as the destruction of a unionised work force, isolation and alienation, loss of agency and, ominously, the proliferation of surveillance and control which affects mental and physical well being of the workers.
    URI
    http://library.oapen.org/handle/20.500.12657/26026
    Keywords
    Sociology; Labour; Trade Unions; Cultural Studies; Political Theory; Digital Culture; Ethnography; Call Centres
    DOI
    10.2307/j.ctt1h64kww
    ISBN
    9781786800145;9781786800152
    OCN
    1100489809
    Publisher
    Pluto Press
    Publisher website
    https://www.plutobooks.com/
    Publication date and place
    2016-11-20
    Grantor
    • Knowledge Unlatched - 102183 - KU Select 2018: HSS Backlist Books
    Classification
    Sociology: work and labour
    Rights
    https://creativecommons.org/licenses/by-nc-nd/4.0/legalcode
    • Imported or submitted locally

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    License

    • If not noted otherwise all contents are available under Attribution 4.0 International (CC BY 4.0)

    Credits

    • logo EU
    • This project received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement No 683680, 810640, 871069 and 964352.

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