'Cheating the System', Getting the Work Done: Challenging Management and Technology in a Call Centre

View/ Open
File version
Version of Record (VoR)
Author(s)
Russell, Bob
Townsend, Keith
Year published
2003
Metadata
Show full item recordAbstract
This paper studies the process of technological change in a large call centre. It examines
the rationales for introducing a new software system and the effects of these
changes on the types of skill that workers are called upon to exercise in their jobs.
We argue that technological change is an iterative rather than a linear process,
while unintended consequences may be as significant as managerial plans and prerogative.
This has implications for problematising technological change rather than
assuming it as a given.This paper studies the process of technological change in a large call centre. It examines
the rationales for introducing a new software system and the effects of these
changes on the types of skill that workers are called upon to exercise in their jobs.
We argue that technological change is an iterative rather than a linear process,
while unintended consequences may be as significant as managerial plans and prerogative.
This has implications for problematising technological change rather than
assuming it as a given.
View less >
View less >
Conference Title
New Times, New Worlds, New Ideas: Sociology Today and Tomorrow
Publisher URI
Copyright Statement
© The Author(s) 2003. The attached file is reproduced here with permission of the copyright owner(s) for your personal use only. No further distribution permitted. For information about this conference please refer to TASA website or contact the author(s).