call centres

The call centre diaries, part 2: performance review

The second installment of this ongoing series details boss/worker relations at Manpower's National Recruitment Centre before and during a period of performance reviews, focusing in particular on the behaviour of one notorious member of management

The call centre diaries, part 1

The Call Centre Diaries will be a semi regular series detailing my experiences as a precarious worker. To kick things off I’m going to share my experiences of working at Manpower, a major UK recruitment agency. Hopefully this won’t just touch on my experiences as a worker but also how the environment fostered in the kind of companies that thrive in economies structured around temporary contracts is adversely affecting the lives of both their own workers and the unemployed they are supposed to be finding work for.

Worker sabotage in a financial services call centre

Trolling the bosses

An inspiring first person account of employee sabotage in a pensions call centre, where workers helped customers recoup forgotten pension benefits at the cost of the company in response to bullying management.

It makes us sick: notes on affective labour, sanity, and post-Fordism

The division of leisure time is an insult - Abigail Rebakah Barr

A slightly polished version of a short talk for a panel discussion on post-Fordism and mental health with Hannah Black and Mark Fisher, as part of Auto Italia South East's Immaterial Labour Isn't Working 2013 event series.

We have ways of making you talk!

Review Article Hotlines: Call Centre, Inquiry, Communism (Duisburg: Kolinko, 2002).

Off the clock

Jen Rogue writes about how our work life infiltrates itself into our dreams and technically amounts to unpaid labor.

The Organizer # 18

August 2009 PDF of the Twin Cities IWW branch's newsletter.

A “zero-hours” contract… for thousands and thousands of hours

No-one has ever sincerely smiled this much while wearing a headset

Jack Staunton writes on his work in a call centre compiling government market research surveys.

863-AIDS

An account of working on an HIV-aids helpline in San Francisco.

Techy Wage increase attempt at Convergys in Gurgaon

An account of an unsuccessful attempt of call centre workers in Gurgaon, India, to inflate their wages by forging positive feedback.