Working Time Flexibilities: A Paradox in Call Centres?

UTSePress Research/Manakin Repository

Search UTSePress Research

Advanced Search


My Account

Show simple item record Hannif, Zeenobiyah en_US Mcdonnell, Anthony en_US Connell, Julia en_US Burgess, John en_US
dc.contributor.editor en_US 2012-02-02T11:03:29Z 2012-02-02T11:03:29Z 2010 en_US
dc.identifier 2010000706 en_US
dc.identifier.citation Hannif Zeenobiyah et al. 2010, 'Working Time Flexibilities: A Paradox in Call Centres?', National Institute of Labour Studies Inc., vol. 36, no. 2, pp. 178-193. en_US
dc.identifier.issn 0311-6336 en_US
dc.identifier.other C1 en_US
dc.description.abstract Call centres are a source of job growth in many parts of the world. Jobs in call centres are a manifestation of the opportunities offered by ICT together with the internal restructuring of organisations, to reduce costs and to achieve efficiencies. Extensive research has been conducted on the labour process in call centres, with findings suggesting that the work is demanding and high-pressured, entailing continuous operations with shift work being the norm, repetition and extensive monitoring and control. Moreover, call centres often have many female operatives, linked to non-standard work arrangements and the provision of emotional skills. Two features of call centres that are generally understated in the literature are their flat organisational structures and the use of team structures as a form of work organisation. There are often formal and informal mechanisms that could support flexible working arrangements, especially in the context of work-life balance issues. In this article we examine the impact of call centre work on work-life balance. Given the evidence of a high pressure work environment, we explore the types of working time arrangements in call centres, how working hours are determined, and the impact of these hours on work-life balance. Findings derived from a survey of 500 call centre operatives across 10 call centre workplaces and focus group interviews suggest that, despite the intensive and regulated work regimes that there is flexibility available in terms of adjusting working time arrangements to support non work responsibilities. A reconciliation of these developments is considered. en_US
dc.language en_US
dc.publisher National Institute of Labour Studies Inc. en_US
dc.rights National Institute of Labour Studies Inc. is the copyright-holder
dc.title Working Time Flexibilities: A Paradox in Call Centres? en_US
dc.parent Australian Bulletin of Labour en_US
dc.journal.volume 36 en_US
dc.journal.number 2 en_US
dc.publocation Adelaide, Australia en_US
dc.identifier.startpage 178 en_US
dc.identifier.endpage 193 en_US BUS.School of Management en_US
dc.conference Verified OK en_US
dc.for 150306 en_US
dc.personcode 108851 en_US
dc.personcode 0000065638 en_US
dc.personcode 104609 en_US
dc.personcode 0000047268 en_US
dc.percentage 70 en_US Industrial Relations en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US en_US
dc.location.activity en_US
dc.description.keywords CALL centers WORK environment QUALITY of work life COST analysis FLEXTIME SHIFT systems en_US

Files in this item

This item appears in the following Collection(s)

Show simple item record