Am I 'Boverred'? Voice Structures & Related Employee Attitudes In Call Centres

McDonnell, A; Hannif, ZN; Connell, JA; Burgess, J

Am I 'Boverred'? Voice Structures & Related Employee Attitudes In Call Centres

McDonnell, A Hannif, ZN Connell, JA

Burgess, J

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Publisher:: AIRAANZ
Publication Type:: Conference Proceeding
Citation:: Work in Progress: Crises, Choices and Continuity, 2010
Issue Date:: 2010-01

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Field	Value	Language
dc.contributor.author	McDonnell, A	en_US
dc.contributor.author	Hannif, ZN	en_US
dc.contributor.author	Connell, JA https://orcid.org/0000-0001-9604-6756	en_US
dc.contributor.author	Burgess, J	en_US
dc.contributor.editor	Barnes, A	en_US
dc.contributor.editor	Lafferty, G	en_US
dc.date	2010-02-03	en_US
dc.date.issued	2010-01	en_US
dc.identifier.citation	Work in Progress: Crises, Choices and Continuity, 2010	en_US
dc.identifier.isbn	978-0-9806085-2-6	en_US
dc.identifier.uri	http://hdl.handle.net/10453/31716
dc.description.abstract	Call centres now represent an emerging business activity across the developed and developing world. This paper explores the forms of employee voice being utilised in Australian call centres and the issues on which employees have a voice over. The paper also examines employee attitudes towards these mechanisms and the level of involvement or consultation they possess. Utilising questionnaires and focus groups from ten call centres, we find that direct employee voice channels are the most common form but that these do not tend to be formalised structures. Employees tend to be content with the status quo in this regard with hostility rather than engagement being expressed towards being represented by trade unions.	en_US
dc.publisher	AIRAANZ	en_US
dc.relation.ispartof	Work in Progress: Crises, Choices and Continuity	en_US
dc.relation.ispartof	AIRA ANZ 2010	en_US
dc.title	Am I 'Boverred'? Voice Structures & Related Employee Attitudes In Call Centres	en_US
dc.type	Conference Proceeding
utslib.location	Sydney	en_US
utslib.location.activity	Sydney, Australia	en_US
utslib.for	1503 Business and Management	en_US
dc.location.activity	Sydney, Australia
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/DVC (Research)
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Strength - CMOS - Centre for Management and Organisation Studies
utslib.copyright.status	closed_access
pubs.consider-herdc	false	en_US
pubs.place-of-publication	Sydney	en_US
pubs.start-date	2010-02-03	en_US

Abstract:

Call centres now represent an emerging business activity across the developed and developing world. This paper explores the forms of employee voice being utilised in Australian call centres and the issues on which employees have a voice over. The paper also examines employee attitudes towards these mechanisms and the level of involvement or consultation they possess. Utilising questionnaires and focus groups from ten call centres, we find that direct employee voice channels are the most common form but that these do not tend to be formalised structures. Employees tend to be content with the status quo in this regard with hostility rather than engagement being expressed towards being represented by trade unions.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/31716