WOMEN'S WORK IN THE INFORMATION ECONOMY: The case of telephone call centres

  title={WOMEN'S WORK IN THE INFORMATION ECONOMY: The case of telephone call centres},
  author={Vicki Belt and Ranald Richardson and Juliet Webster},
  journal={Information, Communication \& Society},
  pages={366 - 385}
This paper is concerned with the work experiences and career opportunities of women employed in technology-intensive offices known as telephone 'call centres'. Call centres have grown rapidly across Europe in recent years, creating a significant number of new jobs and receiving considerable attention within the media, business and academic communities. However, despite the fact that the majority of call centre jobs have been taken by women, researchers have so far paid little attention to their… 
Call Centres: A Decade of Research
Call centres have, over the past decade, become a central element in the way information services are produced and delivered to the public. Much as automobile factories or textile mills were treated
The Call of the Wild: Call Centers and Economic Development in Rural Areas
This paper attempts to reflect critically on the role which telephone call centers might play in the economic development of rural places in the 'information age', drawing mainly on a case study of
Ursula Huws is Director of Analytica and Professor of international labour studies at London Metropolitan University and the in London, UK.
Introducing this volume, this paper describes the contradictory nature of many aspects of call-centre work, drawing on the results of the EC-funded STILE project to demonstrate the difficulties of
Is the knowledge economy gendered? : call centres as a case study
This thesis investigates the gendering of the knowledge economy and argues that women are being excluded from key areas within it, through their employment in call centres. Access to knowledge and
Women and ICT Training: Inclusion or Segregation in the New Economy?
The paper concludes that rather than inclusion, the possible result is further gendered inequalities and exclusion within a wider labor market background that focuses on part-time work.
Patterns and motivations of successful women pursuing their careers in New Zealand call centres
Purpose – The purpose of this paper is to report on the experience of women working in New Zealand call centres after finding contrary evidence in the international research which suggests call
Women, Social Skill and Interactive Service Work in Telephone Call Centres
This paper contributes to current debates about gender, work and skill in the service economy, focusing specifically on the case of women's employment in telephone call centres. The paper asks
Cornered by conning: agents' experiences of closure of a call centre in India
Call centres have been initiated primarily to reduce organisational cost while simultaneously providing high-quality service. However, it is now well established that the twin objectives of reducing
Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'
The historical development of the telegraph and work in early telephone exchanges is explored, and the ethics of CRM system use and some inherent contradictions are considered in terms of privacy, communication richness, management methods and computer ethics in an organizational context.
This paper explores women’s travel behaviors during their commutes from home to work. The type of women’s work being examined in this study is the rapidly developing customer information services


Beyond bureaucracy? Work organization in call centres
Call centres are a rapidly growing, IT-based channel for service and sales delivery, particularly in the financial services and telecom industries. Although little research has been undertaken on the
'Fun and surveillance': the paradox of high commitment management in call centres
Much of the research into telephone call centres has focused on the coercive employment systems which are adopted in these organizations. This appears to contrast with the high levels of customer
‘What Happens when the Phone goes Wild?’: Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime
This paper explores the experiences of staff working under a business process re-engineering (BPR) work regime. We examine the nature of work within a team-based, multi-skilled and empowered
Gender at Work
Three themes are drawn together in this book: gender and sexuality, the organisation of work, and the impact of technological change. Their inter-relationship is explored in six area studies:
(Not) Hanging on the Telephone: Payment Systems in the New Sweatshops
'The ultimate objective of empirical work on incentives should be to find out why firms use the compensation systems they doahuge advances in our understanding could be made by a concerted effort to
‘An assembly line in the head’: work and employee relations in the call centre
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
Hands, Hearts and Minds: Changing Work and Workers at the End of the Century
Charles Handy has argued that we do not have ‘hands’ in today’s organisations. The popular view is that organisations are opting, by choice or necessity, to engage with hearts and minds instead. It
‘Bright Satanic Offices’: Intensification, Control and Team Taylorism
From the outside, the contemporary office certainly looks good: curtain walling of smoked or reflective glass, a marble-floored entrance area, perhaps an atrium with luxuriant plants (some of them
Women and Work in the Information Age
Widespread social transformation and new class structures are predicted with the coming of the "information age", but there is disagreement about the likely outcomes for work and employment patterns.
The Impact of ‘Telemediated’ Services on Corporate Structures: The Example of ‘Branchless’ Retail Banking in Britain
In this paper we assess the spatial impact of ‘branchless’ retail banking which integrates telecommunications and computer technology to provide personal financial services remotely. We show that, in